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Operations Centre Supervisor

2 months ago

Burnaby, British Columbia, Canada Paladin Security Full time
Job Description

**Job Title:** Operations Centre Supervisor

**Job Summary:** We are seeking a highly skilled and experienced Operations Centre Supervisor to join our team at Paladin Security. As a key member of our operations team, you will be responsible for overseeing the performance and workflow of our employees and program, leading coordination of all departmental programs, clients, and aspects of Paladin business within our Operations Centre.

**Key Responsibilities:**

  • **Team Management:** Ensure all team members are adequately trained, continually advancing, and receive timely performance reviews.
  • **Succession Planning:** Actively be involved in identifying, training, and developing high performers, and documenting these efforts.
  • **Employee Morale:** Maintain and improve employee morale; support team activities and give accolades and recognition where possible, liaising with Employee Care for nominations.
  • **Operations Oversight:** Ensure all operations on shift are following outlined policies and procedures, and that they are meeting expected quality standards.
  • **Process Improvement:** Continuously assess and improve the policies, processes, and quality of service provided by the program through audits and advanced tracking.
  • **Reporting and Investigations:** In collaboration with other Shift Supervisors, ensure the completion of reporting, stats, and investigations for internal and external stakeholders.
  • **Shift Coverage:** Ensure all departmental shifts are filled with 100% coverage and with minimal overtime when backfilling.
  • **Book-offs and Attendance:** Ensure departmental book-offs, lates, and no shows are handled and backfilled accordingly.
  • **Safety and Inclusion:** Maintain a safe and inclusive working environment.
  • **Equipment Maintenance:** Ensure all departmental equipment is handled with care; escalate any OH&S issues, damaged equipment, or systematic outages / disruptions immediately upon discovery.
  • **Escalations and Reporting:** Act as the point of contact for all escalations on shift, and report significant events and operational occurrences as required.
  • **Onboarding and Training:** Onboard and train new Operators, ensuring they are set up for long-term success.
  • **Knowledge Management:** Maintain comprehensive knowledge of the Operations Centre program and act as a source of knowledge for Operators.

**Requirements:**

  • **Experience:** Minimum of one (1) year experience in a Security Operations Centre environment.
  • **Leadership Experience:** Must have prior work experience in a supervisory, management, or leadership capacity.
  • **Communication and Interpersonal Skills:** Strong communication (written and verbal), interpersonal, and leadership skills.
  • **Security and Emergency Management:** Comprehensive knowledge of security and emergency management.
  • **Technical Proficiency:** Strong technical proficiency in Microsoft Office Suite and WinTeam.
  • **Dynamic Environment:** Ability to work and lead a team in a highly dynamic environment.