Radio Controller

Role Overview

This role operates as the around-the-clock nerve center for all security coordination and communication, ensuring that every incident, inquiry, and operational shift is logged, triaged, and directed to the right resource without delay. By continuously monitoring vehicle tracking platforms, CCTV feeds, and radio networks, the Controller maintains real-time situational awareness and triggers emergency protocols when needed. The position is vital to keeping personnel, assets, and client operations safe in a fast-paced, 24/7 environment.

Key Responsibilities

• Act as the single point of contact around the clock for triaging emergencies, logging all incidents electronically, and routing them to the appropriate response team or resource.
• Maintain constant communication with security guards, site supervisors, and security specialists via UHF/VHF/HF radios, satellite phones, landlines, and cell phones during routine and emergency situations.
• Proactively monitor all client and vendor vehicles in the field using the Track 24 platform, supplemented by regular radio or phone check-ins with drivers.
• Monitor the office’s CCTV system and initiate shelter-in-place or lockdown protocols when warranted.
• Conduct daily functional checks on security monitoring, tracking, and operating systems, immediately reporting any faults to the Security Specialist.
• Keep an up-to-date directory of contact numbers and residence locations for all international and national client staff, consultants, and visitors.
• Handle customer inquiries and complaints by gathering relevant data, completing detailed call notes and reports, and providing clear feedback to clients on resolutions.
• Perform periodic equipment inspections and routine tests to ensure operational standards are met, and compile monthly reports for department leadership by set deadlines.

Requirements & Qualifications

• Bachelor’s degree in Information Technology, Security Management, Business, or a closely related field.
• Diploma or certificate in Customer Service.
• Minimum of two years of experience working in a high-volume call centre within a commercial or corporate setting.
• Tech-savvy with strong proficiency in Microsoft Office (Excel, PowerPoint, Word) and the ability to quickly learn and adapt to new software applications and tracking platforms.