Control Centre Supervisor - Incident Reporting

UNAVAILABLE; Mississauga; On-site; CAD 40,000 - 43,000; Full time

Benefits offered by this job

Paid training

Career growth

Benefits

Bilingual environment

Job summary

Allied Universal is seeking a Control Centre Supervisor - Incident Reporting to support our client, a leading financial institution in Mississauga. The IRC Supervisor provides leadership, operational oversight, and hands-on support within the Incident Response Centre.

This role supervises a team of IRC Operators, manages schedules, and ensures high-quality service while performing operator duties as needed.

Qualifications

• Minimum two years of work-related experience, preferably in security or protective services.
• Experience in call centre/dispatch or emergency response environments.
• Proficiency in MS Office and related software.

Responsibilities

• Supervise IRC Operators, ensuring performance, professionalism, and adherence to protocols.
• Create and manage schedules, including coverage for leaves and absences.
• Provide coaching and performance feedback to operators.
• Assist onboarding and training of new operators.
• Handle intake and triage of calls and emails from clients, law enforcement, and vendors.
• Operate consoles and equipment to receive, assess, and report information; dispatch personnel accordingly.

Skills

Call center experience

Decision making under pressure

Analytical skills

Communication skills

Education

University/College Diploma

Tools

MS Office Suite

Job description

Overview

Company Overview:

We are North America's leading security and facility services provider with approximately 300,000 service personnel. At Allied Universal(R), we pride ourselves on fostering a promote from within culture. There are countless examples of individuals who began their career as Security Professionals and today hold positions on our senior leadership team. We offer medical, dental and vision coverage, life insurance, employee assistance programs, company discounts, perks and more for most full-time positions!

Start your phenomenal career with Allied Universal today!

Job Description

Allied Universal is seeking Control Centre Supervisor - Incident Reportingin Mississauga, Ontario.

Job Title: Security Site Supervisor - Incident Reporting Centre

Location: Mississauga, ON

Type: Full Time

Schedule: 1100-2300 Saturday's and Sunday's and 1000-1800 Monday to Wednesday (flexibility required/subject to change)

Pay Rate: $29.00 to $31.00 per hour

Overview:

Allied Universal is seeking an Control Centre Supervisor - Incident Reportingto support our client, a leading financial institution. The IRC Supervisor provides leadership, operational oversight, and hands-on support within the Incident Response Centre. This role supervises a full team of IRC Operators, manages staffing schedules (including book-offs and vacation planning), and ensures consistent delivery of high-quality service. In addition to supervisory responsibilities, the IRC Supervisor performs regular IRC Operator duties as required, maintaining full operational readiness.

Perks:

• Paid training and continuous professional development.

• Opportunities for career growth and advancement within a global organization.

• Benefits

• Supportive, inclusive, and bilingual work environment.

Responsibilities:

• Supervise a full team of IRC Operators, ensuring consistent performance, professionalism, and adherence to protocols.

• Create and manage schedules, including coverage for book-offs, vacations, and unexpected absences.

• Provide coaching, mentoring, and performance feedback to operators.

• Support onboarding and training of new operators.

• Intake, triage and elevate incoming calls and e-mails from our Client, Law Enforcement, and Vendors
• Operate various computerized communication consoles and associated equipment to receive, asses, and report information
• Dispatch appropriate personnel, inclusive of Security Professionals, Law Enforcement, and Vendors based on event type
• Categorize and prioritize numerous types of calls and e-mails
• Provide, in accordance with protocol, alarm monitoring via access control and/or automatic video display for intrusion, robbery or duress
• Providing access control with automatic video display with voice communications
• Deal with issues and incidents that are potentially sensitive, confidential or may put persons at risk
• Perform active monitoring of various security systems, including video and access control systems
• Collect information and data, create and provide reports, maintain effective communications with a wide variety of stakeholders
• Apply the appropriate professionalism, maturity, and tact to manage the incident
• Perform data entry in a timely, accurate and inclusive manner
• Escalate incidents to the Supervisor immediately when unable to manage the situation at his/her level
• Support incidents as documented or directed to do so by the Supervisor, or other authorized persons
• In urgent matters, life safety incidents, etc., action in a timely manner to ensure the appropriate triage is applied and the appropriate steps are taken
• Adhere to and always promotes Allied Universal policies and procedures
• Participating in departmental meetings as required
• Communicates concerns, process improvement ideas or other opportunities for improvement
• Performs other duties as required.

Requirements:

• Relevant University and/or College Diploma
• Minimum two or more of work-related experience, preferably in the Security or Protective Services industry
• Call Centre/Dispatch Centre/Emergency Response Centre experience required
• Proficiency in MS
• Knowledge of CCTV systems, access control systems, monitoring of alarms, biometric security systems and additional devices and sensors related to security
• Experience in critical environments where decision making and actions can impact life-safety and business continuity
• Well-developed analytical, mathematical, interpersonal, listening and communication (verbal and written) skills
• The ability to solve problems by active listening
• Must be 18 years of age or older.

What Makes You PHENOMENAL For This Role:

• Passionate to work in a fast-paced environment
• Work effectively with employee groups and build partnerships
• Strong administrative and multitasking skills
• Knowledge of Microsoft Communicator, Incident Management Software and Office SharePoint and InfoPath
• Prior corporate security, military or civilian law enforcement experience
• Experience with network /telecommunications technology

Disclaimer:

As part of our standard hiring process, all candidates being considered for employment with Allied Universal are required to undergo a background check, which may include, but is not limited to: criminal history, employment verification, education verification, and professional references.

Closing

Allied Universal® is an inclusive and equitable employer, encouraging applications from qualified women and men including persons with disabilities, members of visible minorities, and Aboriginal persons.