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Control Centre Manager

Business Unit:  Security Services
Career Area:  Operations and Administration
Location: 

Toronto, ON, CA

About GardaWorld

GardaWorld is one of the leading companies of Canada’s Security Solutions. We provide risk management solutions for our clients with a team of security professionals, which are highly experienced and qualified. GardaWorld is currently hiring a Manager, Central Region Control Centre for our Protective Services Division business line. 

Control Centre Manager Profile 

Reporting to the Director, Operations,  the Control Centre Manager will regularly interact with other staff within the organization including Account Managers, Portfolio Directors, Mobile Director, Portfolio Scheduling, Intake Desk Personnel, National Service Desk, Loblaws Desk, Kronos Operators and Recruiting. The incumbent is responsible for oversight and management of activities within the Central Region Control Centre. This position will ensure quality service is being provided to customers, both internal and external customers at a Regional Level.

 

Control Centre Manager Responsibilities:

  • Implement & enforce policies and procedure to improve quality of service.
  • Recruitment, Training and Development of staff within the CCC.
  • Escalate issues to Account Managers and respective Portfolio Directors.
  • Oversee and Support four Rotational Teams consisting of Duty Managers, Tactical Schedulers and Intake Coordinators.
  • Staffing at Central Region Control Centre.
  • Reallocation of talent/resources within the CCC in order to enhance bench strength and increase service levels and efficiencies.
  • Monitor and address Central Region Control Centre’s Phone stats to drive improved service delivery.
  • Address Non-billable costs, open shifts and staffing levels
  • Manage activities in the Central Regional Operations Centre to ensure any potential disservice issues are identified and addressed at the lowest level of escalation.  
  • Ensure maintains knowledge of the company Quality System and related documents (BMS) and the Health and Safety Prevention Manual
  • Be proficient at all positions within the Central Region Control Centre in order to be able to cover any open shifts.

 

 

Control Centre Manager Qualifications:

  • The incumbent will require the following qualifications/skill set:
  • Ability to create to a positive work environment and create a team atmosphere in order to obtain desired results from others.
  • Ability to make decisions and “triage” activities in the Central Control Centre during periods of high activity.
  • Strong communication and delegating skills.  
  • Strong organizational and priority setting skills to ensure goals are met.
  • Computer skills – ability to use Microsoft office suite of programs with efficiency. Be familiar with the operation of the company scheduling system (WinTeam), mobile dispatch process, as well as the Intake desk requirements.
  • Self- motivated able to achieve goals.
  • Excellent problem solving skills.
  • Ensures operations in the Central Control Centre are conducted within GardaWorld Professional Standards guidelines and Business Management Manual.

 

Interested in the Control Centre Manager role at GardaWorld?  Please submit your resume online.  

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: Risk Management, Manager, Service Desk, Business Manager, Finance, Management, Customer Service