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Job Title: Call Centre Operator (Reference: DEMS21164)
Department: Community Safety Department (2024)
Location: City of Ekurhuleni
Closing Date: 13 May 2026
Assignment Type: Permanent
Remuneration: R307 632 to R421 968 per annum (basic salary, plus benefits)
Job Overview
The City of Ekurhuleni is seeking a dedicated and professional Call Centre Operator to join its Community Safety Department. This role is critical in ensuring the efficient handling of emergency and non-emergency communications within the municipality. The successful candidate will operate within a fast-paced control room environment, responding to incoming calls, dispatching resources, and maintaining accurate records of all communications and operational activities.
This position requires a highly attentive individual with strong communication skills, the ability to remain calm under pressure, and a commitment to delivering excellent public service. The Call Centre Operator will play a key role in supporting emergency response teams and ensuring the safety and well-being of the community.
Minimum Requirements
- Grade 12 or NQF Level 4 qualification
- At least 1 year of relevant work experience in a similar environment (e.g., call centre, emergency services, control room operations)
Candidates may be required to provide proof of the NQF level of their qualifications during the recruitment process.
Key Responsibilities
The Call Centre Operator will be responsible for a wide range of operational and administrative duties, including but not limited to:
- Receiving and handling incoming calls via the emergency switchboard and radio communication systems in a professional and efficient manner
- Operating and utilizing a Computer-Aided Dispatch (CAD) system that integrates voice, electronic, and data communication methods
- Applying standard emergency communication procedures to ensure accurate and timely response to incidents
- Maintaining precise electronic logs of all incoming emergency and non-emergency calls, as well as tracking departmental fleet movements and personnel deployment
- Monitoring and managing non-verbal communication systems, including direct alarm systems and surveillance platforms within the control centre
- Performing operational tasks related to critical incident management at an appropriate level of responsibility
- Carrying out administrative duties related to emergency communication services
- Ensuring that all completed work complies with governance standards and legislative requirements
- Adhering to established policies, procedures, and Standard Operating Procedures (SOPs) to minimize financial waste and ensure accountability
- Supporting the implementation of customer service excellence initiatives within the department
- Contributing to people management and productivity improvement efforts within the team
Competencies and Skills
To succeed in this role, candidates should demonstrate the following competencies:
- Strong verbal communication and listening skills
- Ability to work effectively under pressure and in high-stress situations
- Attention to detail and accuracy in data capturing and record-keeping
- Basic computer literacy and ability to work with dispatch and communication systems
- Problem-solving skills and sound judgment in emergency scenarios
- Professionalism and a customer-focused approach
- Ability to work shifts, including nights, weekends, and public holidays if required
Work Environment
The Call Centre Operator will work in a centralized control room environment that operates continuously to support emergency and safety services across the City of Ekurhuleni. The role may involve shift work and requires a high level of alertness and responsiveness at all times.
Application Process
Interested candidates are encouraged to apply before the closing date of 13 May 2026. Applications should include all relevant supporting documents, including proof of qualifications and work experience.
For enquiries, applicants may contact:
Tel: 0860 54 3000
Important Notes
- If applicants do not receive feedback within six weeks after the closing date, they should consider their application unsuccessful
- The City of Ekurhuleni adheres to the principles of the Employment Equity Act
- The municipality reserves the right not to make an appointment, to make an appointment at a later stage, or to appoint a candidate laterally
Why Join the City of Ekurhuleni?
Working for the City of Ekurhuleni offers an opportunity to contribute meaningfully to community safety and public service delivery. Employees benefit from a structured work environment, opportunities for professional growth, and the chance to be part of a team dedicated to making a difference in the lives of residents.
Conclusion
This Call Centre Operator position presents a valuable opportunity for individuals who are passionate about public safety, communication, and service excellence. If you meet the minimum requirements and are ready to take on a challenging yet rewarding role, you are encouraged to apply and become part of a team committed to safeguarding the community.