Western Canada Control Center Operator Supervisor

1 week 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 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



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