Control Center Assistant Manager

Join GardaWorld Security as our next Control Centre Assistant Manager! If you enjoy a fast-paced work setting, leading an amazing team of Control Centre Operators, and are passionate about safety, this opportunity is for you! This full-time, permanent position is located at our Calgary head office. We look forward to your application and welcoming you as the next GardaWorld Ambassador!

What’s in it for you?

• Competitive salary $55,000- $65,0000 per annum. Depending on experience.
• On-going training through GardaWorld Academy
• Corporate discounts
• RRSP contributions after 1 year of employment
• Health benefits
• This is an in-office position

Hours of work

• Permanent position is Wednesday-Sunday 2-10 pm to provide management presence and training during high-volume after-hours and weekend shifts.

Objectives of this Role

• Ensure appropriate resources to handle a large volume of inbound and outbound calls in a timely manner
• Ensure that escalated issues are resolved with Branch/Regional leaders
• Create, maintain, and ensure compliance with Control Centre SOPs
• Develops, maintains, and executes the WCCC’s Training Program
• Guides and equips WCCC Supervisors to provide training to WCCC Operators to ensure errors and exceptional customer service is delivered.
• Manages and improves training matrix to maintain and improve WCCC Operator skills
• Provides guidance and supports WCCC Manager in the design and implementation of technology, innovation and process to improve the efficiency of the WCCC.
• Generates detailed analysis of relevant data, tracks Key Performance Indicators for the WCCC, and provides insights based on data to help branches improve the quality of their service.
• Administrates and grows engagement with the WCCC MS Teams Site as a collaborative platform.
• Recommend and implement improvements to systems and processes for organizational efficiency
• Provide front line leadership in the control centre, providing continuous coaching and supervision.
• Serves as Acting Supervisor during the highest-call volume periods to ensure management availability and support.
• Able to step in and fill role of the WCCC Manager when necessary.
• Other duties as assigned.

Daily and Weekly Responsibilities

• Communicate and liaise with Branch Management, Supervisors, across Western Canada to provide leadership and support with operational issues.
• Build positive relationships by going above and beyond with customer service, ensuring all questions are addressed appropriately
• Set and meet daily personal/team qualitative and quantitative targets, and achieve all service, productivity and quality objectives
• Leverage data and insights gathered in the control center to recommend and influence process-improvement opportunities
• Actioning various alerts to ensure the health and safety of our guards.
• Able to provide coverage and training on all Supervisory duties.
• Workflow – Ensure all Supervisors are efficiently completing tasks and are current with their book off’s, safety check, and clock-ins / clock-outs.
• Work closely with Control Center Supervisors and the Manager to complete new operator training, maintain and update standard operating procedures.

Skills and Qualifications for the Control Center Assistant Manager in Calgary

• High school graduate
• Previous experience in a call center
• Strong active listening skill and verbal communication
• Adept to problem-solving and conflict resolution
• Ability to multitask, manage time, and prioritize
• Ability to create and implement process improvement initiatives
• Proficient in the Microsoft Office suite
• 3+ years of previous Customer-Service experience required.
• 1-2 years in a leadership capacity required.
• Comfortable learning new computer programs.
• Comfortable with incident management (ICS 100 is an asset) and
• Conducting investigations and employee performance management

Preferred Qualifications

• Conflict-resolution expertise
• Post secondary diploma/degree, Business Administration/Management/Communications or related
• Experience in the Security industry
• High degree of technical literacy
• Experience working with a Cisco system is an asset
• Experience with Learning Management Systems is an asset
• Incident Command Systems – Level 100 is a strong asset, Level 200 is preferred.