Casual Control Centre Operator

GardaWorld; Calgary; On-site; CAD 30,000 - 32,000; Full time

Benefits offered by this job

Wages starting at $22-$23/hr

Grow with GardaWorld

GardaWorld Campus

Job summary

GardaWorld is seeking a Control Center Operator in Calgary to manage after-hours scheduling and communication between agents, customers, and supervisors. The role involves day-to-day operations across Western Canada and requires the ability to cover rotating day and night shifts on a casual, on-call basis.

Responsibilities include handling high volumes of calls, following scripts, researching issues, and providing timely resolutions while maintaining ownership of each case.

Qualifications

• High school diploma or equivalent is required.
• 1–2 years of customer service experience preferred.
• Ability to work in a fast-paced environment and under pressure.
• Strong multitasking and time-management skills.
• Typing test with an average 50–60 wpm is required.
• Must be able to pass a clean criminal background check.

Responsibilities

• Handle a high volume of inbound and outbound calls and provide solutions.
• Follow scripts and use product knowledge to assist customers.
• Identify needs, research issues, and resolve complaints.
• Maintain ownership of calls through resolution and follow-ups.
• Suggest improvements to processes to enhance efficiency.

Skills

Customer service

Multitasking

Time management

Conflict resolution

Typing speed 50–60 wpm

Problem solving

Fast-paced environment

Education

High school diploma or equivalent

Job description

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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