Command Center Operator

The Command Center Operator serves as the first line of defense against potential threats.

Calgary & Richmond

Full-time Permenant

Position Details

The COMMAND CENTER (SURVEILLANCE) OPERATOR plays acritical role in ensuring the safety and security of our clients' assets and properties. By monitoring and responding to incoming video and alarm signals, the Command Center Operator serves as the first line of defense against potential threats. This includes dispatching with law enforcement, fire services, and ambulance across multiple cities in Canada and the U.S.A. The primary goal of this position is to safeguard our clients by deterring criminal activity, supporting the apprehension of suspects, and maintaining a secure environment for their sites.

LOCATION & HOURS

• Location: We are hiring for both our Richmond, BC & Calgary, AB Units.
• Shifts Available: Night Shift (6PM - 6AM PST)
• Rotating shifts of 12 hours on a 4 days off and 4 days off schedule.
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Incentives

• The job comes with excitement and adrenaline. "We prepare so much" but in the moment you just have to act. That's an intense, fun part of what we do as we catch the bad guys Redhanded.
• Job stability Our company was deemed an essential service and we were lucky to continue to serve our communities during the pandemic. Our company is continuing to grow year over year, and we have exciting expansion plans for the future including our Calgary location
• Extended health and dental benefits, including RRSP Matching, Employee Family & Assistance Program, and a Monthly-Profit Sharing Bonus.
• Charitable donation matching.
• Bonus Stat Holiday – Boxing Day.
• Learning and development opportunities to grow within the business (including paid training both internal and external).
• Fun-loving team environment with various company events (team outings, virtual gaming, pub nights, spirit weeks, community involvement/volunteer activities, etc.)
• Ability to make an impact – we welcome your ideas and love when our team members get to see their initiatives come to fruition.
• You have a voice. We empower our people to bring forward their suggestions.
• We have a strong brand reputation, and people are proud to work for a place that is a staple in our communities.

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Job Description

• Monitoring and dispatching on alarm events.
• Monitoring and dispatching on live crime in progress via video.
• Respond accordingly to all ULC Fire monitoring accounts.
• Notifying emergency contacts of alarm signals and or video events.
• Handling incoming and outbound calls.
• Data entry of new accounts and updates and other administration duties.
• Dispatching after hour emergency technicians.
• Adhering to established departmental procedures and Municipal, Provincial, National and Industry Standards.

• Providing guidance, analyzing information, determining important details, prioritizing and resolving issues, including helping customers with their alarm systems.

• PLEASE NOTE: this is not an exhaustive list and other responsibilities may be required.

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Requirements

• At least 1-year prior experience in a Security Command Center or Emergency Dispatch Call Center.
• High School Diploma required.
• Typing Speed: 45 WPM (minimum).
• Proficiency using computers and relevant systems such as Microsoft Office and experience with security software platforms.
• Strong customer service and professional communication skills (both written and verbal).
• Ability to stay alert during all hours of the night, remain calm under pressure, and manage high-stress situations.
• Effective team player who can thrive in a fast-paced environment.
• Strong multitasking, prioritization, and attention to detail.
• Positive attitude, self-motivated, with excellent judgment and decision-making abilities.