Healthcare Operations Centre Supervisor

3 weeks ago

Calgary, Canada Paladin Security Full time

Healthcare Operations Centre Supervisor
**Position Overview**:
The Supervisor will work with the dispatchers to ensure that all of Paladin’s contractual obligations are met regarding shift coverage for the healthcare contract. Along with the Healthcare Security Program Manager, strategically plan and analytically create scheduling efficiencies while ensuring we fulfill all requests for service, paying close attention to quality control and specific needs while exercise fiscal responsibility keeping overtime expenditures at a minimum. The Supervisor may assist in the payroll processes and fulling some administrative functions within the department. This is a full time, Monday to Friday position, however weekends and evenings may be required.

**Essential Job Functions**:

- Create, update and modify work schedules for Security Guards within Paladin Security for the healthcare contract.
- Maintain scheduling software (WinTEAM) and coordinate any entry completed by anyone within or outside the Healthcare Operations Centre to ensure accuracy
- Ensure all entries into the WinTEAM software made by dispatchers were made accurately.
- Assist in the development of short and long range goals and objectives, ensuring that they are consistent with operational demands
- Oversee the scheduling process, ensuring our Security Guards are optimized based on their individual needs while making sure our contractual needs are fulfilled.
- Provide training and support to Operations Centre dispatchers as needed
- Work with Client Service Managers to ensure that all scheduling needs are met, and that client and site information is accurate
- Strategically plan schedules to ensure effective use of resources and mínimal overtime is acquired
- Provide information to guards, managers, and department manager as requested regarding additional shifts, vacation requests, last minute book-offs, shift availability and shift cancellations
- Liaise with the Alberta Protective Services Control Centre to ensure all scheduling requirements are being fulfilled
- Work on-call as needed to provide support to the Healthcare Operations Centre
- Work with the billing and payroll departments to ensure all billing and payroll issues have been resolved prior to payroll and month-end lockdowns
- Help track overtime on a pay period basis and report the results to senior management, while trying to minimize any unnecessary overtime
- Manage schedule for dispatchers in the Healthcare Operations Centre
- Assist with interviewing, reviews, and disciplinary meetings for Healthcare Operations Centre dispatchers

**Requirements**:

- Must possess a High school Diploma, Post-Secondary education is an asset
- At least one years of experience in scheduling or use of scheduling software
- At least two years of customer service experience
- At least two years of previous supervisory experience is an asset
- Experience in dispatching or working in a call center is an asset
- The ability to use judgement and decision-making skills to evaluate situations and establish priorities

We thank all applicants for their interest; however, only those applicants that are short listed will be contacted for an interview.

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