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Casual Intake Coordinator, National Operations Center

Business Unit:  Security Services
Career Area:  Operations and Administration

Mississauga, ON, CA

Intake Coordinator (Casual), National Control Centre

Reports to: Director, National Operations Centre


This position exists to ensure requests for services for national clients are processed and directed to the appropriate branch for service. The requests are to be processed in a timely manner to ensure a high quality of service is provided and maintained to the national clients.

Work Environment

  • The incumbent will be located in the Operations Centre working in a potential fast pace environment with varying levels of stress depending on the activity level in the Operations Centre.
  • The incumbent will be situated at a desk and computer for extended periods.
  • The incumbent will also be required to respond to telephone inquiries from clients and staff at other Garda branches across the country.
  • A high level of professionalism and deportment is to be maintained while working.

Structure and Relationship

  • This position reports to the Duty Manager. The incumbent will have regular interaction via email and telephone) with clients, Garda branches across the region and country and GardaWorld subcontractors providing services on GardaWorld’s behalf.
  • The incumbent will also have regular interaction with other departments with the Toronto branch Scheduling, Dispatch Personnel, Account Management. It is expected that the incumbent in this position understands and maintains confidentiality as it pertains to the business and company related matters.

Required Skills

  • Operate and contribute to a positive work environment in a team environment
  • Strong communication skills written and verbal.
  • Strong organizational skills to ensure goals are met.
  • Computer skills ability to use Microsoft office suite of programs with efficiency as well as e mail and efficiency in operation of the National Service Desk program; G Track  in order to create service tickets.
  • Ability and willingness to cross train in other positions and functions (Dispatch, Scheduling) which operate within the operations centre.
  • Branch and/or Regional Goals at Point of Signing
  • Retain, Improve and Development of existing clients and relationships
  • Office Coordinator is responsible for maintaining current, accurate and detailed files for both clients and employees.
  • The incumbent will review and participate in annual training on the following areas:
  • Emergency Response Manual/Business Continuity Plan (ERM/BCP)
  • Business (Quality) Management System (BMS)
  • Satellite Branch Training
  • Quality Training
  • Occupational Health and Safety Training
  • WHMIS Training
  • Task Related Objectives
  • The position is responsible for ensuring that alarm dispatches received from the monitoring company or the client are processed via alarm response and dispatched to the appropriate region.
  • Participate in cross training on other duties/ responsibilities and functions of other positions/assignments with the Operations Centre.
  • Able to assist other control centers in daily operations, ie: clarification of alarm (current or history), using appropriate sub-company for dispatches.
  • Act as the liaisons between mobile and mobile director/manager.
  • Ensure alarms are dispatched accordingly to meet with SLA (Service Level Agreement) standards.
  • Issue parking permits to tenants.
  • Participate on any on-line courses mandated by Garda Head Office.
  • Able to work independently and using available resources.
  • Investigate any reports requested by Billing Department, Monitoring Company and Client.
  • Action any emails that require mobile response

GardaWorld: Make the world a safer place

GardaWorld is a global leader in the security industry, offering a wealth of opportunity to individuals looking to gain experience and develop professionally in a growing industry. We offer flexible schedules, diverse work assignments spanning multiple industries, and training and career advancement opportunities. We embrace diversity and welcome newcomers, women, students, retirees, reservists, veterans, and more to join our team, as we are proud to be an equal opportunity employer.

We thank all candidates for their interest; however, we will communicate only with the selected candidates.

Job Segment: Operations Manager, Quality Manager, Service Desk, Operations, Quality, Customer Service

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