Control Centre Shift Operator at ETC Workforce Services Limited

Role Purpose

• We are seeking a vigilant and analytical Control Centre Shift Operator to monitor and manage customer complaints, with a specific focus on bilateral technical and commercial issues.
• This role is critical to ensuring service compliance, timely fault resolution, and supporting revenue assurance across operational units.

Key Responsibilities

• Generate and dispatch daily Disconnection/Reconnection (DC/RC) orders to ESC/ESR/technical hubs based on predefined parameters.
• Collate and report all DC/RC orders dispatched to technical hubs.
• Monitor and report bilateral faults and resolutions 24/7 via the customer complaint portal, adhering to service standards.
• Ensure feeder fault tickets and associated work orders are created daily on the asset management portal.
• Escalate unresolved issues to relevant departments and follow through to ensure service compliance.
• Monitor and ensure quality assurance in resolving customer complaints.
• Analyse and report technical and commercial faults and resolutions from field locations.
• Escalate unresolved faults and SLA violations based on stipulated standards.
• Conduct trend analysis of DC/RC activities, fault management, and franchise operations to support planning for technical and commercial functions.

Minimum Requirements

• First degree in any relevant discipline.
• 2 - 3 years of experience in an operations environment.
• Experience in a utility company is an added advantage.

Skills & Competencies:
Technical Competencies:

• Mid-level to advanced proficiency in Microsoft Excel
• Strong data analysis and complaint management skills

Behavioural Competencies:

• Excellent interpersonal and communication skills
• Strong problem-solving abilities