Western Canada Control Center Operator

2 weeks ago


Calgary, Canada GardaWorld Full time

**Your mission at GardaWorld**

If you are looking for a job where you have significant responsibility, this is the one for you As a Control Center Operator, you will play a key role in communication between agents, customers, and supervisors 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 0600-1800 rotational position
Full time 4/4 1800-0600 rotational position

**Job Benefits**
- We offer wages starting at $22/hr & comprehensive health benefits
- Opportunities to grow alongside GardaWorld
- Continuing education through GardaWorld Campus
- Corporate discounts

**What does a Western Canada Control Center Operator 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 offscript 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 improvements to systems and processes for improved organizational efficiency

**Daily and Weekly Tasks**:

- Communicate and liaise with Branch Management, Supervisors, Security Guards across Western Canada to provide after-hours support with operational issues.
- Build positive relationships by going above and beyond with customer service, ensuring all questions are addressed appropriately
- Meet daily personal/team qualitative and quantitative targets, and achieve all service, productivity, and quality objectives
- Leverage data and insights gathered 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

**Qualifications**:

- Have a high school diploma or equivalent
- 1-2 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
- Experience in a call center is an asset
- Adept to problem solving and conflict resolution
- Comfortable learning new computer programs
- Able to pass the typing test with minimum average score of 50-60 words per minute.

SSCAL



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