Admin Operator - Operations Centre

CareerArc; Vernon; On-site; CAD 1,000; Full time

Job summary

An established industry player is seeking a dedicated Admin Operator for their Operations Centre. This role offers a unique opportunity to be part of a sophisticated security command center, where you'll coordinate emergency responses and monitor critical infrastructure. If you possess exceptional customer service skills, are adept at handling high-pressure situations, and have a passion for safety and security, this position is perfect for you. Join a high-performing team that values respect, inclusion, and diversity, and contribute to making the world a safer place while developing your skills in a dynamic environment.

Benefits

Medical Insurance

Life Insurance

Dental Insurance

Qualifications

• Minimum 6 months experience in security and alarm monitoring.
• Strong customer service and communication skills are essential.

Responsibilities

• Coordinate emergency responses and monitor alarm events.
• Handle incoming calls and maintain incident reports.

Skills

Alarm Monitoring

CCTV Monitoring

Customer Service

Time Management

Situational Awareness

Communication Skills

Technical Aptitude

Multi-tasking

Education

Education in Criminology

Emergency Management

Justice or Security Management

Tools

Lenel

GE

DSC

Keyscan

BOSCH

Surgard

Job description

Title: Admin Operator - Operations Centre

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:

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

Job Skills / Requirements

Hard Skills

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

Soft Skills

1. Excellent customer service skills. Ability to pay attention to detail and be able to follow instructions.
2. Strong verbal and written communication skills. Ability to adhere to business phone etiquette while ensuring a positive customer experience.
3. 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.
4. Use Risk / Threat Assessment of a potential crime in progress to make appropriate decisions in those situations.
5. Ability to work in a busy, fast-paced environment.
6. Ability to multi-task and prioritize.
7. Ability to understand suspicious activity on a site.
8. Self-motivated with a positive attitude. Excellent judgment and decision-making abilities.
9. Must be able to develop and sustain positive and harmonious working relationships with all colleagues.
10. 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:

1. Have a minimum of 6 months of Experience in the security industry.
2. Have a minimum of 6 months of experience with integrated security (CCTV, Access, Intrusion).
3. Have experience with security access software (ex. Lenel, GE, DSC, Key scan).
4. Have experience with ACD (Automatic Call Distribution) systems, Telecom IP phone service, and operation.
5. Have operational knowledge and working understanding of alarm receivers and servers (ex. BOSCH, Surgard).
6. Have experience with photo ID software, hardware, HID card product line.
7. Have experience with programming and monitoring with integrated software (ex. Lenel, Bold, DSC, GE, Europlex, Keyscan).
8. 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