National Alarm Dispatcher

7 months ago

Toronto, Canada GardaWorld Full time

**Alarm Dispatcher, National Operations Centre**
**Reports to: Duty Manager, National Operations Centre**
**Purpose of Position**

This position exists to ensure service calls/ requests from the clients are processed and directed to the appropriate branch for service. The requests are to be processed in a timely manner to ensure a high quality of service is provided and maintained to the national clients. The requests are to be processed in a timely manner to ensure a high quality of service is maintained, tracked, and delivered.

**Work Environment**

The incumbent will be in the Control Centre working in a potential fast paced environment with varying levels of stress depending on the activity level in the Control Centre. The incumbent will be situated at a desk and computer for extended periods. The incumbent will also be required to respond to telephone inquiries from clients, vendors and staff at other Garda branches across the country.

A high level of professionalism and deportment is to be maintained while working.

**Structure & Relationship**:
This position reports to the Duty Manager. The incumbent will have regular interaction via e mail and telephone) with clients, Garda branches across the region and country and GardaWorld subcontractors providing services on GardaWorld's behalf.

The incumbent will also have regular interaction with other departments such as branch Scheduling, Dispatch Personnel, Account Management & Senior Leadership

It is expected the incumbent in this position understands and maintains confidentiality as it pertains to the business and company related matters.

**Required Skills**:
The incumbent will require the following skill set.
- Effective Collaboration with business partners across the country and ensuring effective service delivery
- Strong communication skills - written and verbal.
- Strong organizational skills - Prioritization.
- Proficient in Microsoft office suite of programs and ability to learn GardaWorld's Dispatch, Scheduling and Pay/ Bill platforms.
- Agility, Responsiveness, Detail Oriented, Sense of Urgency and Multitasking abilities in high stress environments

**Branch and/or Regional Goals at Point of Signing**
- Retain, Improve and Development of existing clients and relationships
- Office Coordinator is responsible for maintaining current, accurate and detailed files for both clients and employees.
- The incumbent will review and participate in annual training on the following areas:

- Emergency Response Manual/Business Continuity Plan (ERM/BCP)
- Business (Quality) Management System (BMS)
- Satellite Branch Training
- Quality Training
- Occupational Health and Safety Training
- WHMIS Training.

**Task Related Objectives**:
The position is acts as the Single Point of Contact, Client Advocate and Liaison between the clients and GardaWorld's resources to ensure the service requests are closely managed and issues are flagged and resolved using the First Contact Resolution methodology.
- KPI and STATS Reporting
- Performance Management
- Staffing and Strategic Deployment
- Internal Meetings (Continuous learning and improvement opportunities)
- Outside the box solutions to ensure Service Excellence
- Performance Driven Approach and ability to Train back-up resources and flexibility to Learn Day to Day functions of the Control Center overall to create synergies and effective business collaborations.
- Able to assist other control centers in daily Control, ie: clarification of alarm (current or history), using appropriate sub-company for dispatches.
- Ensure alarms are dispatched accordingly to meet with SLA (Service Level Agreement) standards.
- Issue parking permits to tenants.
- Participate on any on-line courses mandated by Garda Head Office.
- Able to work independently and using available resources.
- Investigate any reports requested by Billing Department, Monitoring Company and Client.

The incumbent's mandates and deliverables are supported by 24/7 on Duty Manager with an escalation tree available at their disposal at the Senior Leadership level. This position also has a regular interaction with the Director of National Operations Center.

**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.

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