Description

About the Position

TTK Surveillance is looking for an experienced and hands-on CCTV Control Room Manager to oversee the daily operations of our offsite CCTV monitoring control room.

The successful candidate will be responsible for managing control room operators, ensuring sites are monitored correctly, incidents are handled professionally, and all procedures and service levels are maintained.

Key Responsibilities

Manage the daily operations of the CCTV Control Room.
Supervise and manage CCTV Control Room Operators.
Ensure all assigned sites are actively monitored.
Monitor operator performance and productivity.
Ensure all incidents are correctly identified, escalated and recorded.
Ensure operators follow company procedures and escalation protocols.
Manage shift handovers and ensure accurate handover information.
Review incident reports and ensure they are completed correctly.
Monitor system alerts, camera offline notifications and other CCTV events.
Ensure cameras and monitoring systems are operational and issues are escalated to the technical department.
Liaise with clients regarding monitoring incidents and service-related matters.
Conduct regular quality checks on operator performance.
Identify training requirements and provide coaching to control room staff.
Manage staff attendance, punctuality, leave and disciplinary matters.
Ensure adequate staffing levels for all shifts.
Investigate control room complaints and incidents.
Compile daily, weekly and monthly control room reports.
Ensure company KPIs and SLAs are achieved.
Maintain high standards of professionalism, confidentiality and customer service.
Assist management with improving control room processes and procedures.
Requirements

Previous experience managing a CCTV control room is essential.
Experience in offsite CCTV monitoring will be an advantage.
Strong knowledge of CCTV monitoring systems and control room procedures.
Experience managing staff and working with shift-based teams.
Good computer skills.
Strong communication and report-writing skills.
Ability to remain calm and make decisions under pressure.
Excellent organisational and problem-solving skills.
Strong attention to detail.
Ability to work shifts when required.
PSIRA-related experience/knowledge will be advantageous.
Key Performance Areas

The successful candidate will be measured on:

Control room operational efficiency.
Operator performance and productivity.
Incident response and escalation.
Accuracy and quality of reports.
Camera/site monitoring compliance.
Client satisfaction.
Staff attendance and discipline.
Compliance with company procedures.
Achievement of control room KPIs and SLAs.
Effective management of incidents and escalations.

Please Send your resume/CV