National Intake Coordinator, National Operations Centre

4 weeks ago

Toronto, Canada GardaWorld Full time

National Intake Coordinator, National Operations Centre

Reports to: Director, National Operations Centre

Purpose of Position

This position exists to ensure requests for services for national 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.

Work Environment

The incumbent will be located in the Operations Centre working in a potential fast pace environment with varying levels of stress depending on the activity level in the Operations 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 and staff at other Garda branches across the country.

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

Structure and 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 with the Toronto branch Scheduling, Dispatch Personnel, Account Management.

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.

Operate and contribute to a positive work environment in a team environment Strong communication skills written and verbal. Strong organizational skills to ensure goals are met. Computer skills ability to use Microsoft office suite of programs with efficiency as well as e mail and efficiency in operation of the GTrack in order to create service tickets. Ability and willingness to cross train in other positions and functions (Dispatch, Scheduling) which operate within the operations centre.

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:

o Emergency Response Manual/Business Continuity Plan (ERM/BCP)

o Business (Quality) Management System (BMS)

o Satellite Branch Training

o Quality Training

o Occupational Health and Safety Training

o WHMIS Training.

Task Related Objectives

The position is responsible for ensuring that requests for service received from clients by the National Service Desk are processed via service ticket and forwarded to the prescribed Garda branch or authorized sub contractor for service.

Assisting with overflow alarm calls (phone and radio).

Items of a non routine nature or requiring clarity are to be directed to the Operations Centre Duty Manager.

This position will interact on a regular basis with other personnel with the Operations Centre including Scheduling Coordinators, Dispatch personnel and the Intake Coordinators. Requests for service are to be handled in a timely manner and directed as required. Items of urgency or potential disservice are to be brought to the attention of the Duty Manager. Participate in cross training on other duties/responsibilities and functions of other positions/assignments with the Operations Centre. The incumbent is to be able to reference the company Occupational Health and Safety Prevention Manual. Incumbent is to be able to reference the company Quality Assurance Manual.

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