Operations Centre Supervisor

4 weeks ago

Burnaby, Canada Paladin Security Full time

Overview

Paladin Security: Making the World a Safer and Friendlier Place because we  CARE

Do you have superior customer service skills and a passion for helping people? Your track record of handling a great deal of responsibility combined with your varied life experience and enthusiasm for a job well done make you an ideal candidate for our team

The Paladin Difference starts with our officers; 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

Job Skills / Requirements

Our BC Operations Centre Supervisors are responsible for overseeing the performance and workflow of our Burnaby Operations Centre’s employees and program, by leading coordination of all departmental programs, its clients, and all other aspects of Paladin business within our Operations Centre. As the main escalation point, you will manage the security team and processes, and ensure all Operators are following procedures to meet and exceed our Key Performance Indicators (KPIs).

In this role, you will use your strong communication and interpersonal skills to build and maintain great working relationships with the team of Operators, all field staff, clients, and Paladin managers.

We are seeking candidates who are ready for the next step in their career, to take on more responsibility as a leader, show their dedication to team support and development, and who have a passion for program management.

Shifts: Graveyard shifts (2100-0900hrs), Sunday-Tuesday with rotating Saturdays.

Responsibilities: 

Ensuring all team members are adequately trained, are continually advancing, and receive timely performance reviews Actively be involved in succession planning by adequately identifying, training and developing high performers, and documenting these efforts Maintain and improve employee morale; support team activities and give accolades and recognition where possible, liaising with Employee Care for nominations Ensuring all operations on shift are following outlined policies and procedures, and that they are meeting expected quality standards Continuously assessing and improving the policies, processes, and quality of service provided by the program through audits and advanced tracking In collaboration with other Shift Supervisors, ensuring the completion of reporting, stats, and investigations for internal and external stakeholders Ensuring all departmental shifts are filled with 100% coverage and with minimal overtime when backfilling Ensuring departmental book-offs, lates, and no shows are handled and backfilled accordingly Maintaining a safe and inclusive working environment Ensuring all departmental equipment is handled with care; escalate any OH&S issues, damaged equipment, or systematic outages / disruptions immediately upon discovery Acting as the point of contact for all escalations on shift, and report significant events and operational occurrences as required Onboarding and training new Operators, ensuring they are set up for long-term success Maintaining comprehensive knowledge of the Operations Centre program and act as a source of knowledge for Operators Other duties as needed to meet operational demands 

Requirements:

Minimum of one (1) year experience in a Security Operations Centre environment Previous supervisory or management experience is an asset Strong communication (written and verbal), interpersonal, and leadership skills Comprehensive knowledge of security and emergency management Strong technical proficiency in Microsoft Office Suite and WinTeam Ability to work and lead a team in a highly dynamic environment

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