Control Room Manager

Johannesburg, South Africa

Who We Are

AURA is the world’s leading emergency response marketplace. AURA is a technology platform which enables anyone to access the closest vetted private security & medical response unit to their location, anywhere, anytime, using a connected device. 

AURA’s vision is to create a world where everyone is safe. This is supported by a company mission focused on making emergency services more accessible, inclusive, and effective by creating and deploying incredible technology. 

Who You Are

AURA is looking for an experienced, dedicated and knowledgeable individual to take on the role of Control Room Manager at AURA. The role is based in Johannesburg, South Africa and will report directly to the Global Service Manager. 

The role of the Control Room Manager is to manage the day to day functioning of the control room. This person needs to be a path finder, put the customer first and have 100% belief in AURA’s vision, product offering and team. We run a 24/7 operation and requires a committed individual to maintain AURA’s high standard of service. 

If this is you, apply now! 

What You’ll Do:

  • Daily management of the control centre and team of controllers

  • Daily management of incidents dealt with by controllers and management of performance 

  • Hiring and management of all controller HR related matters 

  • Maintain regular training that incorporates technical development and feature improvements to align all controllers 

  • Ensure data driven approach to service 

  • Optimizing processes and flows to reduce human reliance with the goal of reducing inefficiencies 

  • Forecast and predict control centre growth based on demand growth 

  •  Implement strategies to drive a ‘big mac’ service (consistent across all service providers)

  • Ensure adequate failovers are in place for system or infrastructure outages 

  • Collaborate with National Supply Manager on service provided by service providers 

  • Evaluate and strategize on approach for operationalizing service in new regions/territories 

  • Compilation of relevant reporting 

Required Skills & Experience:

  • Minimum 5 years’ experience in a control room or call centre environment 

  • Ability to work independently 

  • Experience in the security industry is beneficial 

  • Comfortable working in a fast paced and challenging environment 

  • Fantastic people and communication skills 

  • Tech and data analytics experience is beneficial. 

  • Excel / Google Sheets proficiency 

  • Slack, G-Suite and Atlassian experience an advantage 

  • Local resident or valid work permit 

  • Drivers license beneficial