Casual Western Canada Control Centre Operator

GardaWorld; Calgary; On-site; CAD 30,000 - 60,000; Part time

Job summary

A leading security services provider in Calgary is seeking a Control Center Operator for a part-time position. Responsibilities include handling calls, supporting security personnel, and ensuring operational efficiency. Candidates should have a high school diploma and relevant customer service experience. This role offers competitive wages starting at $22-$23/hr and opportunities for growth.

Benefits

Opportunities to grow

Continuing education through GardaWorld Campus

Qualifications

• 1-2 years of previous customer service required.
• Experience in a call center is an asset.
• Able to pass typing test with 50-60 WPM.

Responsibilities

• Handle inbound and outbound calls providing resolutions.
• Communicate with management and security personnel.
• Meet service and quality objectives.

Skills

Customer service experience

Problem solving

Conflict resolution

Ability to multitask

Fast-paced environment

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 part-time casual position.

Position we are looking at filling:

Casual 12 hour rotational shifts. Staggered shift timing/rotating monthly between days and nights 0600-1800 to 0645-1845 & 1800-0600 to 1845-0645. Individuals will cover shifts for books off and vacation coverages.

• We offer wages starting at $22-$23/hr
• Opportunities to grow alongside GardaWorld
• Continuing education through GardaWorld Campus

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 at 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, Part Time, Management