Job Description

Security Operations Analyst

These services range over a vast spectrum of support we provide to our clients directly, their customers, stakeholders, and members of public. The Operators are responsible for dispatching officers to various calls, Client specific programs and Alarm Dispatching from our 24/7 Operations Centre. This is primarily achieved through facilitating effective dispatching and reporting on alarm notifications, following step-by-step procedures mutually agreed upon between Paladin Security and our contractual clients.

KEY ACCOUNTABILITIES:

Acts as an extension of Paladin Security and a member of our client's team by using the appropriate greetings when answering calls Follows the process and workflow formulated by Paladin Management and the Client Communicate via radio and/or phone to ensure expedited assistance when applicable Ensure that calls received from clients are acted upon as per Paladin Management and Client expectations Establish work priorities, pass all pertinent information, and ensure deadlines are met and procedures are followed. The ability to pivot and make quick decision as to whether requests are emergency or non-emergency and escalate to site officers, management and at times the on-call technician Effectively communicates occurrences to external stakeholders in a timely manner Ensures that each call has been answered with the highest level of customer service Receives all alarms for the province through client-specific software and an Alarm Monitoring department, dispatching them in a timely manner to our Mobile Units and Emergency Services Stay calm and respond promptly when communicating with individuals after a vehicle accident. Coordinate with First Responders in a timely and effective manner. Ensures each entry is logged accurately and closed when attendance and resolutions are verified Communicate with client employees, creating reports and forwards investigations as needed Performs other duties as requested to assist with Paladin needs

SKILLS & QUALIFICATIONS

1+ years of prior experience in a call centre/operations centre is considered an asset. Strong reading, writing, and verbal communication skills Proficiency with MS Office suite, Outlook, Word, Excel, Etc. The ability to type a minimum of 50 WPM with no errors Ability to learn and adapt to new software / applications Commitment to professionalism and excellence in customer service Ability to function effectively in a fast-paced and stressful environment * Ability to process large call volumes and exercise sound and accurate decisions