Casual Control Centre Operator

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

Job summary

GardaWorld is seeking a Casual Control Centre Operator in Calgary to support after-hours operations across Western Canada. The role involves handling high volumes of calls, following scripts while adapting to customer needs, and coordinating with agents, customers and supervisors in a fast-paced security services environment.

The position offers rotating day and night shifts, on-call casual work, and opportunities to cover book-offs and vacations.

Qualifications

• Experience in fast-paced environments.
• Ability to multitask and prioritize.
• Strong communication skills and problem solving.

Responsibilities

• Handle a large volume of inbound and outbound calls.
• Maintain ownership of calls from start to finish.
• Provide after-hours support and resolve inquiries for Western Canada branches.
• Escalate issues to supervisors as needed.
• Follow scripts but adapt to customer needs when appropriate.

Skills

Customer service

Education

High school diploma or equivalent

Tools

Call center software

Job description

Career Opportunities: Casual Control Centre Operator (249306)

Requisition ID249306-Posted -Security Services-Security Guard-Canada-Alberta

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