Casual Control Centre Operator

Garda Security Group; Calgary; On-site; CAD 30,000 - 32,000; Full time

Benefits offered by this job

Growth opportunities

GardaWorldCampus education

Job summary

GardaWorld Calgary is seeking a Control Center Operator to join our security services team. This casual, on-call role involves after-hours scheduling, coordinating between agents, customers, and supervisors, and supporting Western Canada branches across various shifts.

You will manage a high-volume communication flow and ensure service quality while remaining flexible to cover days and nights. The position emphasizes open availability Sun–Wed and the ability to work both day and night shifts,

Qualifications

• 1–2 years of customer service experience.
• Ability to multitask and prioritize in a fast-paced environment.
• Typing test average 50–60 wpm required.
• Strong problem solving and conflict resolution skills.
• Clean criminal background check required.

Responsibilities

• Handle a large volume of inbound and outbound calls to provide solutions.
• Follow scripts and escalate to branch level when needed.
• Identify customer needs and resolve inquiries and complaints.
• Maintain ownership of calls through lifecycle, with follow-ups.
• Suggest improvements to systems and processes for efficiency.

Skills

Customer service

Multitasking

Typing 50–60 wpm

Conflict resolution

Under pressure

Education

High school diploma or equivalent

Job description

Select how often (in days) to receive an alert:

Business Unit: Security Services

Career Area: Security Guard

Location: Calgary, Alberta, CA

Your mission at GardaWorld

If you are looking for a job where you have significant responsibility, this is the one for you! As a Control Center Operator, you will play a key role in communication between agents, customers, and supervisors! You will be responsible for the after hours scheduling and playing a key role in the day-to-day operations for all branches across Western Canada.This is a on-call casual position.

Position we are looking at filling:

This role follows a rotating monthly schedule between days and nights, with staggered shift times:

• Day Shifts:06:00–18:00 or 06:45–18:45
• Night Shifts:18:00–06:00 or 18:45–06:45

Casual employees will be scheduled to coverbook-offs, vacation coverage, and other operational needs.

We are currently seeking individuals who havean open availability primarily Sunday- Wednesday and can beflexible to work both day and night shifts.

• We offer wages starting at $22-$23/hr
• Opportunities to grow alongsideGardaWorld
• Continuingeducation throughGardaWorldCampus

What does a Western Canada Control Center Operator do in Calgary?

Key Objectives:

• Handle a large volume of inbound and outbound providing solutions, handle inquiries and escalations to branch level
• Follow communication scripts and use knowledge of the company’s products and services to go off script when necessary
• Identify customer needs, research issues, resolve complaints, and provide solutions
• Maintain ownership of calls throughout the lifecycle of the caller’s request, including follow-ups with end-users and escalation team
• Recommend improvements to systems and processes for improved organizational efficiency

Daily and Weekly Tasks:

• Communicate and liaise with Branch Management, Supervisors, Security Guards across Western Canada to provide after-hours support with operational issues.
• Build positive relationships by going above and beyond with customer service, ensuring all questions are addressed appropriately
• Meet daily personal/team qualitative and quantitative targets, and achieve all service, productivity, and quality objectives
• Leverage data and insights gathered in the control center to recommend and influence process improvement opportunities
• Handle Inbound/outbound calls providing resolutions, handle inquiries and escalations to branch level.
• Actioning various alerts to ensure the health and safety

Qualifications:

• Have a high school diploma or equivalent
• 1-2 years of previous Customer service required
• Able to work in a fast-paced environment and handle working under pressure
• Ability to multitask, manage time and prioritize
• Experience in a call center is an asset
• Adept to problem solving and conflict resolution
• Comfortable learning new computer programs
• Able to pass the typing test with minimum average score of 50-60 words per minute.
• Be able to provide a clean criminal background check

GardaWorld: Make the world a safer place

GardaWorld, a global leader in security, offers exciting career opportunities in an evolving industry. We celebrate diversity and invite talent from all backgrounds to apply.

Job Segment: Call Center, Business Process, Customer Service, Management