CONTROL CENTRE AGENTS (3 POSITIONS)

DUTIES AND RESPONSIBILITIES

 Incident Management & Logging

• Receive incoming calls, emails, and system alerts regarding incidents or service requests.
• Accurately log all incidents into the control system in real time.
• Capture complete and precise details including time, location, nature of incident, and involved parties.
• Classify and prioritize incidents based on urgency and severity.

Emergency Response Coordination

• Dispatch field teams, emergency responders, or relevant personnel promptly.
• Maintain constant communication with field teams until resolution.
• Escalate critical incidents to supervisors or management as required.
• Monitor ongoing incidents and ensure appropriate follow-up actions are taken.

 Customer Service & Communication

• Provide clear, calm, and professional communication to clients and stakeholders.
• Offer timely updates to customers regarding incident status and resolution progress.
• Handle complaints and inquiries efficiently while maintaining empathy and professionalism.
• Maintain confidentiality and professionalism at all times.

Reporting & Documentation

• Prepare daily shift reports outlining incidents handled and their status.
• Maintain accurate records for audit and review purposes.
• Identify patterns or recurring issues and report to management.

Compliance & Operational Support

• Follow established control room protocols and standard operating procedures.
• Adhere to company policies, safety guidelines, and regulatory requirements.
• Support continuous improvement initiatives within the control centre.

KEY REQUIREMENT SKILLS AND QUALIFICATION

• Degree or Diploma in any field.
• Minimum of 2–3 years’ experience in a busy Call Centre or Customer Care environment.
• Experience in a control room or emergency response environment is an added advantage.
• Excellent verbal and written communication skills.
• Strong multitasking ability in high-pressure environments.
• High attention to detail and accuracy in data entry.
• Strong problem-solving and decision-making skills.
• Ability to remain calm and professional during emergencies.
• Proficiency in basic computer applications and call logging systems.
• Demonstrated customer care knowledge and skills.

HOW TO APPLY

• If you meet the above qualifications, skills and experience share CV on

recruitment@britesmanagement.com

• Interviews will be carried out on a rolling basis until the position is filled.
• Only the shortlisted candidates will be contacted.