Regional Control Room Operations Coordinator

Who We Are Looking ForGardaWorld is establishing a 24/7 Operations Centre in Cape Town to enhance support for our clients and operational teams across Africa. The Regional Operations Coordinatoris responsible for real-time monitoring of platforms systems and communications serving as the first line of response in journey management incident handling and operational coordination. The role ensures client journeys and alerts are continually observed and managed in line with GardaWorld You Will Work OnEnsure pre-task correspondence is shared with the travellersMonitor client journeys GPS tracking platform alerts and panic alarms to maintain situational awarenessRespond to inbound communications (calls emails system notifications) and escalate in line with SOPsLiaise with local vendors internal teams and clients to ensure timely and effective operational supportEnsure Daily Recon is done with vendorsLog all case information accurately using GardaWorlds systemsManage the 24/7 inbox and communications queue ensuring prompt responses and triagingSupport incident reports shift handovers and monthly reporting dutiesParticipate in a rotating shift schedule including night and weekend shiftsReal-time monitoring and proactive response to incidents and alertsTimely and accurate communication with internal and external stakeholdersComprehensive case documentation and reportingOperational support for journey management and risk response across AfricaEffective coordination with third-party service providers and vendorsWho You Will Work With The Regional Operations Coordinator is accountable to the Journey Management Manager Africa. They are responsible for the accuracy of monitoring responsiveness to incidents the quality of internal and client communication and adherence to operational You Will Bring Strong communication skills (verbal and written)Close attention to detail and the ability to follow structured proceduresAbility to perform under pressure in a dynamic environmentEmpathy and a client-service orientationOperational awareness and understanding of journey/risk management principlesTeam player with strong collaboration and coordination skillsProactive approach to security and incident managementExperience in a control room contact centre emergency response or security operationsProficiency with digital monitoring systems and communication toolsFamiliarity with journey management platforms and procedures is an assetFluency in English (additional languages such as French or Portuguese are a plus)Previous experience working with vendors or clients across Africa is preferredAvailability to work shifts including nights and weekendsTraining will be provided on GardaWorld systems and SOPs