Admin Operator - Operations Centre

Paladin Security Group Ltd; Vernon; On-site; CAD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Surveillance Operator and Dispatcher to join their dynamic safety and security team. This role offers a unique opportunity to work in a sophisticated security command center, coordinating emergency responses and monitoring alarm events. Ideal candidates will possess strong customer service skills and technical aptitude, thriving in a fast-paced environment. As part of a high-performing team, you'll be exposed to cutting-edge security technology and systems, contributing to the safety of critical infrastructure. If you're passionate about making a difference and have the required experience, this position could be your next great opportunity.

Benefits

Medical Insurance

Life Insurance

Dental Insurance

Qualifications

• 6+ months experience in security monitoring and dispatching.
• Strong understanding of CCTV and integrated security systems.
• Ability to maintain confidentiality and objectivity.

Responsibilities

• Coordinate emergency response and dispatch resources effectively.
• Monitor alarm events and conduct surveillance.
• Maintain incident reports to meet legal standards.

Skills

Customer Service Skills

Alarm Monitoring

Dispatch Experience

CCTV Monitoring

Call Centre Experience

Time Management

Organizational Skills

Situational Awareness

Verbal Communication

Written Communication

Education

Education in Criminology

Education in Emergency Management

Education in Justice

Education in Security Management

Tools

Security Access Software (Lenel, GE, DSC)

ACD Systems

Telecom IP Phone Service

Alarm Receivers and Servers (BOSCH, Surgard)

Photo ID Software

Job description

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? Are you able to think quickly on your feet and defuse difficult situations? 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!

YOUR NEXT OPPORTUNITY

We are looking for a Surveillance Operator and Dispatcher to join our team! Become an integral part of the safety and security team and help coordinate the emergency response for Critical Infrastructure in the Province. This is a rare opportunity to gain experience working at one of the most sophisticated Security Alarm monitoring and security command centers in North America and be part of a high-performing team. Additionally, you will receive exposure to an enterprise security environment that's truly integrated in terms of implementing industry-leading security-based technology and security systems to mitigate risk including drones and other technology.

What You Will Do

In this role, you will be coordinating the emergency response, monitoring, and dispatching the appropriate resources to our client facility across the Province.

Responsibilities

• Monitoring and dispatching alarm events and live crime (in progress) via video monitoring.
• Initiate after-hour emergency service calls and security requests.
• Triage technology and security systems deficiencies through the service request process.
• Handling incoming / outbound calls and email communication.
• Conduct surveillance, patrol, access control, and technical analysis.
• Recording and maintaining incident reports and evidence packages to meet both companies and required legal standards.
• Adhering to established departmental procedures and Municipal, Provincial, National, and Industry Standards.
• Use exceptional customer service skills while remaining calm and focused in stressful, high-pressure situations, adapting quickly in a dynamic environment.
• Actively listen to the caller to summarize key points of information and enter them into the computer system.
• Actively seek win-win solutions, always maintaining professionalism in cases of healthy conflict and in supporting/managing differences of opinion.
• Working knowledge of computers, networks, and security systems (CCTV, remote video, access control, etc.)
• Remote monitoring of designated company locations. Provide dispatch information to emergency responders as appropriate.
• Provide support to our internal customers.
• Conduct daily assigned compliance audits.
  
  

Job Skills / Requirements Hard Skills

• Alarm Monitoring, Dispatch, CCTV Monitoring, and Call Centre experience (MUST HAVE Minimum 6 months of experience in this setting)
• Ability to use Microsoft-based applications. Technical aptitude and Computer literate. Typing speed of 45 wpm is required.
• Ability to work independently in a varied and demanding environment while maintaining objectivity. Must be able to remain alert throughout the full shift.
• Strong time management, organizational & prioritization skills.
• Ability to maintain the confidentiality of all company information, procedures, facilities systems, and investigations.
• Strong Security knowledge, exercise mental flexibility and situational awareness within a team-based environment.
• Ability to interview, and gain relevant information in a non-confrontational manner.
  
  

Soft Skills

• Excellent customer service skills. Ability to pay attention to detail and be able to follow instructions.
• Strong verbal and written communication skills. Ability to adhere to business phone etiquette while ensuring a positive customer experience.
• Ability to maintain a professional and effective demeanor in critical incidences. Demonstrated ability to provide instruction, remain calm, and respond with good judgment and clarity in emergency situations.
• Use Risk / Threat Assessment of a potential crime in progress to make appropriate decisions in those situations.
• Ability to work in a busy, fast-paced environment.
• Ability to multi-task and prioritize.
• Ability to understand suspicious activity on a site.
• Self-motivated with a positive attitude. Excellent judgment and decision-making abilities.
• Must be able to develop and sustain positive and harmonious working relationships with all colleagues.
• Must be able to understand and embrace the company core values, corporate goals, mission, vision, and priorities set forth by management, and be able to continually seek ways to meet or exceed goals and fulfill priorities.
  
  

You Are a Great Fit If You

• Have a minimum of 6 months of Experience in the security industry.
• Possess a valid B.C Security License.
• Have a minimum of 6 months of experience with integrated security (CCTV, Access, Intrusion).
• Have experience with security access software (ex. Lenel, GE, DSC, Key scan).
• Have experience with ACD (Automatic Call Distribution) systems, Telecom IP phone service, and operation.
• Have operational knowledge and working understanding of alarm receivers and servers (ex. BOSCH, Surgard).
• Have experience with photo ID software, hardware, HID card product line.
• Have experience with programming and monitoring with integrated software (ex. Lenel, Bold, DSC, GE, Europlex, Keyscan).
• Have education in the areas of criminology, emergency management, justice, or security management.
  
  

Hours: TBD
Pay-Rate: $31.27/hr present until April 2024
Note:

• Requires NERC/PSSP/Personal Risk Assessment (Which can take quite some time)
  
  

#ON1

Additional Information / Benefits
Paladin Security has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity. Paladin Security is committed to providing accommodations for people with disabilities through the interview process and while employed. If you require an accommodation during the interview process, please let us know and we will work with you to meet your needs. We thank all applicants for their interest; however, only those applicants that are short listed will be contacted for an interview.

Benefits: Medical Insurance, Life Insurance, Dental Insurance