Control Centre Supervisor

Join GardaWorld Security as our next Control Centre Night Supervisor! 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 $25/hr
• On-going training through GardaWorld Academy
• Corporate discounts
• Health benefits
• This is an in-office position

Hours of work

• The WCCC operates 24/7/365. The hours of work of the WCCC Supervisors will follow a twelve (12) hour, 4/3 rotation shift schedule and 1900-0700hrs.
• 1st week – Wed-Thurs-Fri-Sat
• 2nd week – Wed-Thurs-Fri

Objectives of this Role

• Handle a large volume of inbound and outbound calls in a timely manner.
• Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary.
• Identify customer needs, research issues, resolve complaints, and provide solutions.
• Maintain ownership of calls throughout the lifecycle of the caller’s request, including follow-ups with end-users and escalation team.
• Recommend and implement improvements to systems and processes for improved organizational efficiency.
• Provide front line leadership in the Control Centre, while being able to step in and fill role of an operator when call volume necessitates.
• Able to step up and fill the role of Assistant Manager/Manager for short durations as required.

Daily and Weekly Responsibilities

• Communicate and liaise with Branch Staff, Supervisors, Security Guards across Western Canada to provide support and leadership with operational issues.
• Build positive relationships by going above and beyond with customer service, ensuring all questions are addressed appropriately.
• Meet personal/team qualitative and quantitative targets, and achieve all service, productivity and quality objectives as defined by the Manager.
• Leverage their frontline experience in the Control Center to recommend and influence process-improvement opportunities.
• Responsible for conducting regular QA call audits to ensure service quality, adherence to protocols, and continuous improvement.
• Handle Inbound/outbound calls providing resolutions, handle inquiries and escalations to branch level.
• Actioning various alerts to ensure the health and safety of our guards.
• Prompt and accurate data entry into various systems.
• Able to provide coverage and training on all WCCC Operator duties.
• Ensure all operators are efficiently completing tasks and are current with their book off’s, safety check, and clock-ins / clock-outs.
• Monitor Control Centre inbox for client requests, branch updates, and relay relevant information to security personnel and GardaWorld staff.
• Speak directly with new and existing clients to identify needs and allocate resources for current and new requests.
• Lead the hand-off process at the end of shift, transferring operational knowledge to incoming Supervisor.
• Provide status-reports and updates to Branch leaders on priority operational concerns.
• Work closely with the Control Centre Assistant Manager and Manager to complete new operator training, maintain, and update standard operating procedures.

Skills and Qualifications

• High school graduate.
• Previous experience in a call center is a strong asset.
• Strong active listening skill and verbal communication.
• Adept at problem-solving sometimes complex issues.
• Ability to adapt and prioritize to a fast-paced environment.
• Ability to multitask, manage time, and prioritize.
• Proficient in the Microsoft Office suite.
• 2+ years of previous Customer-Service experience required.
• 1-2 years in a leadership capacity required.
• Comfortable learning new computer programs.
• Must pass a typing test with a minimum average score of 50-60 words per minute.
• Legally entitled to work in Canada
• Clean criminal background check

Preferred Qualifications

• Conflict-resolution and people management expertise.
• Experience in the Security Industry