Job Description

Control Centre Operator (Bilingual) - Part time

Overview

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Company Overview:


We are North America's leading security and facility services provider with approximately 300,000 service personnel. At Allied Universal(R), we pride ourselves on fostering a promote from within culture. There are countless examples of individuals who began their career as Security Professionals and today hold positions on our senior leadership team. We offer medical, dental and vision coverage, life insurance, employee assistance programs, company discounts, perks and more for most full-time positions!


Start your phenomenal career with Allied Universal today!

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The Control Centre Operator (Bilingual) - Part time for our National Communications Centre will be responsible for intake, triage and escalation of all types of incidents reported to the center, with the assistance of the Supervisor. The Operator will also be responsible for documentation and data entry, monitoring various systems and responding to email and telephone calls in a professional and timely manner.

Job Title

: Control Centre Operator (Bilingual) - Part time

Location:

Mississauga, ON

Type

: Part Time

Pay Rate

: $23.00 per hour

Positions:

2 openings

Shifts:

Rotational schedule

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Fridays 2300-0700, Saturdays 0700-1500, 1500-2300, 2300-0700, Sundays 0700-1500, 1500-2300

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

The Control Centre Operator (Bilingual) - Part time will be responsible for managing team members in a call center environment.Answer incoming calls and respond to emails. Accurate and timely dispatching of alarm calls (internal and external) Handle customer inquiries both over the phone and by email Enter new client locations / information into system(s); Informs clients (internal & external) by explaining procedures; answering questions; providing information. Identify and Escalate priority issues, critical incidents and escalate as per procedure Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures Route calls to appropriate area/department. Ensure training manual is updated with new procedures/functions Follow up with customer (internal & external) calls/emails as / when necessary Create monthly client reports Accurate bi-weekly payroll reporting Create and distribute daily internal reports / shift reports / weekly reports Scheduling of staff (manage time off, sick days accurately) Assist in training new operators Maintain database and manuals (Procedural manual, subcontractor list etc.) Assist in managing employee performance ( job performance issues, compliments/complaints) Completion of Annual Employee Reviews (members under each team lead) Employee Access cards - printing and providing quality assurance, assist with distribution + Remote Video Monitoring - key function/role to be determined Other job functions as assigned by immediate manager or Senior Director

QUALIFICATIONS

Bilingualism, French /English is a must Prior call center and Customer Service experience Ability to work independently Written and Oral Communication Data Entry / Attention to Detail Ability to think strategically Ability to motivate immediate team members Ability to reason through complex problems and reach sound decisions Able to effectively multi-task People management skills Ability to work in a stressful environment Ability to motivate and encourage others Prior security-related experience. (preferred) 911 or Police Foundations training, preferred Prior experience in managing a team, call center environment (preferred but not required)

EDUCATION:

High School Diploma or equivalent Proficient in computer applications

BENEFITS:

Opportunities for career growth and advancement. Paid training and development programs.

Disclaimer:

As part of our standard hiring process, all candidates being considered for employment with Allied

Universal are required to undergo a background check. This background check may include, but is not

limited to, criminal history, employment verification, education verification, and professional references



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L'operateur/operatrice du centre de controle (bilingue) a temps partiel pour notre Centre national des communications sera responsable de la reception, du triage et de l'escalade de tous les types d'incidents signales au centre, avec l'aide du superviseur.




Il/Elle sera egalement responsable de la documentation et de la saisie de donnees, de la surveillance de divers systemes et de la reponse aux courriels et aux appels telephoniques de maniere professionnelle et rapide.

Titre du poste : Operateur(trice) de centre de controle (bilingue) - Temps partielLieu : Mississauga (Ontario)Type d'emploi : Temps partielSalaire : 23,00 $ l'heurePostes : 2 a pourvoirHoraires : Horaire rotatif - Vendredis : 23 h a 7 h, samedis : 7 h a 15 h, 15 h a 23 h et 23 h a 7 h, dimanches : 7 h a 15 h et 15 h a 23 h
PRINCIPALES FONCTIONS ET RESPONSABILITES :



L'operateur(trice) bilingue (anglais/francais) du centre de controle sera responsable de la gestion des membres de l'equipe dans un environnement de centre d'appels.

Repondre aux appels entrants et aux courriels. Assurer le traitement precis et rapide des appels d'alarme (internes et externes). Gerer les demandes des clients par telephone et par courriel. Saisir les nouvelles adresses et informations clients dans le(s) systeme(s). Informer les clients (internes et externes) en expliquant les procedures, en repondant a leurs questions et en leur fournissant les renseignements necessaires. Identifier et signaler les problemes prioritaires et les incidents critiques, et les escalader conformement aux procedures. Maintenir et ameliorer la qualite des resultats en respectant les normes et les directives, et en recommandant des ameliorations de procedures. Transferer les appels vers le service ou le departement approprie. S'assurer que le manuel de formation est a jour avec les nouvelles procedures et fonctionnalites. Assurer le suivi des appels et courriels des clients (internes et externes) selon les besoins. Elaborer des rapports clients mensuels. Assurer l'exactitude des rapports de paie bihebdomadaires. Creer et diffuser des rapports internes quotidiens, des rapports de quart et des rapports hebdomadaires. Gerer les horaires du personnel (conges et arrets maladie). Participer a la formation des nouveaux operateurs. Gestion de la base de donnees et des manuels (manuel de procedures, liste des sous-traitants, etc.) Participation a la gestion de la performance des employes (problemes de performance, compliments/reclamations) Realisation des entretiens annuels d'evaluation des employes (membres de chaque equipe) Cartes d'acces des employes : impression, controle qualite et participation a la distribution + Videosurveillance a distance : role a definir Autres taches confiees par le responsable hierarchique ou le directeur general

QUALIFICATIONS



Bilinguisme francais/anglais indispensable



Experience en centre d'appels et service a la clientele

Capacite a travailler de facon autonome

Excellentes aptitudes a la communication ecrite et orale

Saisie de donnees et souci du detail

Esprit strategique

Capacite a motiver les membres de l'equipe

Capacite a resoudre des problemes complexes et a prendre des decisions eclairees

Capacite a gerer plusieurs taches simultanement

Aptitudes en gestion d'equipe

Capacite a travailler sous pression

Capacite a motiver et a encourager les autres

Experience dans le domaine de la securite (un atout)

Formation aux techniques d'intervention d'urgence (911) ou aux techniques policieres (un atout)

Experience en gestion d'equipe ou en centre d'appels (un atout)


FORMATION :






Diplome d'etudes secondaires ou equivalent


Maitrise des applications informatiques






AVANTAGES :

Possibilites d'evolution et de promotion de carriere.

Formations et programmes de perfectionnement remuneres.





Avertissement :



Dans le cadre de notre processus de recrutement standard, tous les candidats a un emploi chez Allied Universal doivent se soumettre a une verification des antecedents. Cette verification peut inclure, sans s'y limiter, la verification du casier judiciaire, des antecedents professionnels, des diplomes et des references professionnelles.

Closing

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Allied Universal is an inclusive and equitable employer, encouraging applications from qualified women and men including persons with disabilities, members of visible minorities, and Aboriginal persons.

Requisition ID

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2025-1465457