Job description

JOB DESCRIPTION

Position: Control Room Officer

Department: Operations

Company: Bienvenue Private Security Ltd

Location: Lusaka, Zambia

Reports To: Operations Manager / Control Room Supervisor

Job Summary

Bienvenue Private Security Ltd is seeking a vigilant, disciplined, and highly organized Control Room Officer to oversee and coordinate security operations from the company’s Control Room. The successful candidate will be responsible for monitoring security activities, tracking deployed security personnel, responding to incidents, coordinating emergency responses, maintaining communication with field officers and clients, and ensuring timely reporting of all operational activities.

Key Responsibilities

Operational Monitoring

• Monitor all security operations and ensure deployed security officers are performing their duties effectively.
• Maintain continuous communication with security officers, supervisors, mobile response teams, and management.
• Monitor CCTV systems, alarm systems, GPS vehicle tracking, and other electronic security systems where applicable.
• Track patrol movements and verify scheduled security checks.
• Monitor attendance and deployment of security personnel.

Incident Management

• Receive, record, and respond promptly to alarms, emergency calls, incidents, and client complaints.
• Coordinate the dispatch of mobile response teams and supervisors during emergencies.
• Escalate serious incidents to the Operations Manager and senior management without delay.
• Maintain an accurate incident log and prepare detailed incident reports.
• Coordinate communication with emergency services such as the Zambia Police Service, Fire Brigade, and Ambulance Services when required.

Communication and Coordination

• Operate radio communication equipment, telephones, and digital communication systems professionally.
• Maintain effective communication between clients, field officers, supervisors, and management.
• Relay operational instructions accurately and promptly.
• Ensure all communications are recorded in accordance with company procedures.

Documentation and Reporting

• Maintain Control Room occurrence books, electronic logs, and operational records.
• Record shift handovers, incidents, patrol reports, equipment faults, and deployment changes.
• Prepare daily, weekly, and monthly operational reports.
• Maintain confidentiality of all operational and client information.

Equipment Management

• Monitor the functionality of CCTV cameras, radios, alarm systems, GPS tracking devices, and other control room equipment.
• Report equipment faults immediately and coordinate repairs with relevant departments.
• Ensure all communication equipment is properly maintained and accounted for.

Client Support

• Respond professionally to client inquiries and service requests.
• Provide timely updates to clients during incidents when authorized.
• Support efforts to maintain high standards of customer service and client satisfaction.

Compliance

• Ensure compliance with company Standard Operating Procedures (SOPs), security policies, and operational guidelines.
• Adhere to all applicable Zambian laws and regulations governing private security services.
• Maintain confidentiality, professionalism, and integrity in all aspects of the role.

Key Performance Indicators (KPIs)

• Response time to incidents and alarms.
• Accuracy and completeness of operational records.
• Effective coordination of field operations.
• Communication efficiency with deployed personnel.
• Compliance with reporting procedures.
• Reduction in operational errors.
• Client satisfaction with incident handling.
• Reliability and uptime of monitored operations.

Qualifications

• Grade 12 School Certificate with a minimum of five credits, including English.
• Diploma or Certificate in Security Management, Criminology, Information Technology, Public Administration, or a related field will be an added advantage.
• Formal training in CCTV operations, alarm monitoring, or emergency dispatching is desirable.

Experience

• Minimum of 2 years’ experience in a security operations environment.
• Previous experience in a Control Room, CCTV Monitoring Centre, Emergency Dispatch Centre, or similar operational environment is an added advantage.
• Experience using radio communication systems and security monitoring software is desirable.

Skills and Competencies

• Strong verbal and written communication skills.
• Excellent observation and situational awareness.
• Ability to remain calm under pressure and make sound decisions during emergencies.
• Strong problem-solving and analytical skills.
• Good report writing and documentation abilities.
• Computer literacy, including Microsoft Office and basic security management software.
• Ability to multitask and prioritize effectively.
• High level of accuracy and attention to detail.
• Strong organizational and time management skills.

Personal Attributes

• Honest and trustworthy.
• Highly disciplined and dependable.
• Alert and attentive.
• Professional and courteous.
• Able to work independently and as part of a team.
• Flexible and willing to work shifts, weekends, public holidays, and night duty.
• Committed to maintaining confidentiality and operational security.

Working Conditions

• Shift-based work, including day and night shifts, weekends, and public holidays.
• Office-based within the company’s Control Room.
• Continuous monitoring of security systems and communication channels.
• High-pressure environment requiring prompt decision-making and effective coordination.

Performance Expectations

The Control Room Officer shall:

• Ensure uninterrupted monitoring and coordination of all security operations.
• Respond promptly and effectively to incidents and emergencies.
• Maintain accurate and timely operational records.
• Communicate professionally with clients, field personnel, and management.
• Support the company’s commitment to providing reliable, responsive, and high-quality security services.

Remuneration

The successful candidate will receive:

• Competitive basic salary.
• Shift allowance (where applicable).
• Overtime compensation in accordance with company policy.
• Opportunities for training and career advancement.
• Other benefits as determined by company policy.

Equal Opportunity Statement

Bienvenue Private Security Ltd is an equal opportunity employer committed to recruiting qualified individuals based on merit, competence, professionalism, and integrity.