Operations Coordinator - Call center/Scheduling/Rostering

Wilson Group; City of Melbourne; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Free onsite parking at Essendon Fields

Employee Assistance Program (EAP)

Wellbeing Hub and health insurance-dis

EF staff discounts

Job summary

Wilson Security is seeking an Operations Coordinator to manage after-hours rostering, call handling and real-time incident support across our 24/7 Guarding Services operations at Essendon Fields in Melbourne.

You will coordinate with field staff, clients and suppliers, handling urgent rosters, attendance delays and escalations, with training provided on our systems. The role offers a rotating night shift with structured leave and onsite parking.

Qualifications

• Experience in dispatch, rostering, call centre or high-volume operations centre environment.
• Ability to manage multiple systems simultaneously under pressure.
• Strong verbal communication skills with a professional, client-focused manner.
• Strong written communication skills, including incident and activity report writing.
• Sound computer literacy.
• Calm, organised and decisive when handling competing priorities in a fast-paced environment.
• Genuine availability and commitment to a rotating 24/7 roster on set shift patterns.

Responsibilities

• After-hours and urgent rostering coordination of static guarding services across Wilson Security's national client base, including sourcing replacements and closing coverage gaps
• Managing real-time exceptions including attendance delays, client escalations, and officer welfare concerns
• Escalating operational incidents and completing accurate incident and activity reports
• Communicating professionally with clients, field staff, stakeholders and supply partners
• Answering inbound calls and managing email correspondence
• Accurate data entry and record keeping across Wilson Security's operational systems
• Operating in accordance with established SOPs and client service level requirements to ensure consistent and compliant service delivery

Skills

Dispatch

Rostering

Call centre

High-volume ops

Multisystem literacy

Communication (verbal)

Job description

Operations Coordinator - Call center/Scheduling/Rostering

Wilson Security is one of the largest providers of integrated security services in Australia and New Zealand. From security officers and mobile patrols to alarm response, concierge and armed guarding, we deliver solutions across a wide range of sectors, supported by an experienced management team and a national infrastructure operating 24 hours a day.

Our purpose is to build a safer future for everyone, underpinned by our values of Care, Innovation, Accountability and Integrity.

About the Role

Wilson Security has multiple positions available for full time Operations Coordinators - Guarding Services at our National Operations Centre, to join our team at Essendon Fields. Reporting to the Operations Centre Team Leader, you will work within Guarding Services, working across our 24/7 roster.

This role sits within our Guarding Services operation. On any given shift you may be coordinating after-hours and urgent rostering to cover static guarding sites, sourcing replacements and closing coverage gaps, handling escalated incidents, and managing inbound calls and email across a high volume of client sites. You will be the point of contact between our field staff, internal stakeholders, supply partners and our clients across all Australian states and territories.

It suits someone who picks things up quickly, is comfortable moving between different systems and priorities, and can hold a professional standard under pressure.

Key Responsibilities

• After-hours and urgent rostering coordination of static guarding services across Wilson Security's national client base, including sourcing replacements and closing coverage gaps
• Managing real-time exceptions including attendance delays, client escalations, and officer welfare concerns
• Escalating operational incidents and completing accurate incident and activity reports
• Communicating professionally with clients, field staff, stakeholders and supply partners
• Answering inbound calls and managing email correspondence
• Accurate data entry and record keeping across Wilson Security's operational systems
• Operating in accordance with established SOPs and client service level requirements to ensure consistent and compliant service delivery

Roster

• 5 shifts one week, 2 shifts the next, with every second weekend off
• 6-week rotating cycle: 4 weeks of night shifts followed by 2 weeks of day shifts
• Rosters are issued in advance, so you will know your pattern well ahead of time

You will be trained across our operating systems and the full range of Guarding Services coordination work. Two thirds of this cycle is night work, so please only apply if you can genuinely commit to a sustained night rotation on an ongoing basis.

Skills and Qualifications

• Experience in a dispatch, rostering, call centre or high-volume operations centre environment is highly desirable
• Demonstrated ability to manage multiple systems simultaneously under pressure
• Strong verbal communication skills with a professional, client-focused manner, including conflict resolution
• Strong written communication skills, including incident and activity report writing
• Sound computer literacy
• Calm, organised and decisive when handling competing priorities in a fast-paced environment
• Ability to problem-solve independently and think quickly when situations escalated
• Genuine availability and commitment to a rotating 24/7 roster on set shift patterns

Remuneration and Conditions

• Remuneration in accordance with the Clerks-Private Sector Award 2020 at Level 3
• 5 weeks annual leave
• Free onsite parking at Essendon Fields
• Access to the Essendon Fields staff discount program via your EF employee ID
• Access to our Employee Assistance Program (EAP)
• Comprehensive training and development, employee benefits including a Wellbeing Hub and health insurance discounts

Wilson Security is committed to building a workforce that reflects the diversity of the communities we protect, with a focus on supporting Aboriginal and Torres Strait Islander peoples. Wilson Security Pty Ltd is an Equal Opportunity Employer.