Operations Centre Team Lead

3 days ago

Calgary, Canada Paladin Security Full time

Operations Centre Team Lead

We are seeking a detail-oriented and highly organized Team Lead to join our scheduling team and play a pivotal role in supporting efficient operations. The Operations Centre Team Lead is responsible for ensuring our internal processes and front-line staff are equipped to deliver the highest level of client satisfaction. This is primarily achieved through continually collaborating with department leads and the Client Service team to ensure seamless start-to-finish processes are always in place, providing on-going leadership and training, and overseeing that our service delivery is executed in a consistent and customer-centric manner.

**Key Responsibility**
- Develops and maintains quality operational procedures and processes and ensures comprehensive training to all members the Operations Centre team.
- Dispatch in the Operations Centre during their shift times.
- Leads in enhancing culture and training initiatives for the Operations Centre team.
- Reviews daily all summary and escalation reports from the Regional Manager, Scheduling and Portfolio Resource Coordinator team. Oversees that follow ups occur to ensure performance and reporting aligns with expectations.
- Meets monthly with Regional Manager, Scheduling to review operational challenges with resolutions and recommendations for systems and process improvement.
- Ensures staffing levels are adequate in the Operations Centre team to carry out operational requirements after hours and maintains staff schedules in WinTeam scheduling software.
- Approves or Declines vacations for the Operations Centre team, finds coverage for approved vacations.
- Provides motivational and disciplinary discussions with the Operations Centre team; conducts performance reviews and investigations, as required. Leads in all remedial action to ensure staff are provided with a fair and constructive process.
- Prepares, analyzes, and presents on quality performance metrics specified as key performance indicators.
- Facilitates semi annual meetings with Operations Centre based staff.
- Manages the Operations Department team schedule in accordance with the provided budget.
- Performs other duties as requested to assist with corporate and/or branch needs.

**Qualifications**:

- Ability to coach and train in a fast-paced, dynamic environment.
- Strong interpersonal and leadership skills, coupled with excellent verbal and written communication
- Advanced computer skills with proficiency in Microsoft Office
- Demonstrated ability to plan, organize, problem-solve, and execute solutions when facing simultaneous priorities
- Legally authorized to work in Canada

Paladin Security: Making the World a Safer and Friendlier Place because we **CARE**
The Paladin Difference starts with our people; we're the best because we hire the best. We believe in promoting from within, respecting people and their differences, providing high quality service and always having fun If you think you have what it takes to join our team, we want to meet you

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