Job Description

Your mission at GardaWorld

If you are looking for a job where you have significant responsibility, this is the one for you! As a Western Control Center Supervisor, you will play a key role in communication between agents, customers, and management! You will be responsible for the after hours scheduling and playing a key role in the day-to-day operations for all branches across Western Canada.

Position we are looking at filling:

Full time 4/4 0500-1700

Full time 4/4 1700-0500

Job Benefits

• We offer wages starting at $25/hr & comprehensive health benefits
• Opportunities to grow alongside GardaWorld
• Continuing education through GardaWorld Campus
• Corporate discounts

What does a Western Canada Control Center Supervisor do in Calgary?

Key Objectives:

• 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 Tasks:

• 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
• Meet personal/team qualitative and quantitative targets, and achieve all service, productivity and quality objectives as defined by the Manager
• Leverage frontline experience in the control center to recommend and influence process improvement opportunities
• 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.
• 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 center 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 Control Center Manager to complete new operator training, maintain and update standard operating procedures.

Qualifications:

• Have a high school diploma or equivalent
• Must be able to work up to 12 hour shifts
• Be available to work a flexible schedule including weekends both days, evenings or nights
• 2+ years of previous Customer service required
• Able to work in a fast-paced environment and handle working under pressure
• Ability to multitask, manage time and prioritize
• Conflict resolution and people management expertise
• 1-2 years in a leadership capacity required
• Experience in a call center is an asset
• Comfortable learning new computer programs
• Able to pass the typing test with minimum average score of 50-60 words per minute.

SSCAL

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.

GardaWorld