Duty Operator - Oakville

Commissionaires Great Lakes; Oakville; On-site; CAD 25,000 - 36,000; Full time

Benefits offered by this job

Medical and dental benefits (where I’"

Employee Assistance Program (EAP)

Ongoing training and professional dev

Lean Six Sigma and ISO improvement exp

Growth opportunities

Meaningful work supporting safety and公

Job summary

Commissionaires Great Lakes in Oakville, ON seeks a Duty Operator for its Security Operations Centre (SOC). You will monitor live security systems, manage communications, and coordinate dispatch of personnel across multiple sites, ensuring timely, accurate responses to incidents.

This high-responsibility role requires strong judgment, superb communication, and multitasking across security platforms, with a focus on continuous improvement and ISO 9001 compliance.

Qualifications

• 2-5 years of experience in Security OperationsCentre (SOC) or security dispatch
• Experience with high-volume communications across phone, radio, and digital channels
• Strong communication, customer service, and conflict resolution skills
• Ability to stay calm and decisive under pressure
• Proven organizational skills and attention to detail

Responsibilities

• Monitor alarms, CCTV, access control, GPS tracking and other security platforms.
• Receive, prioritize and manage high-volume communications across multiple channels.
• Coordinate and dispatch security personnel and emergency resources.
• Maintain real-time communication with field staff for effective service delivery.
• Respond to incidents with professionalism and urgency.
• Document all occurrences accurately in incident management systems.
• Escalate critical events per protocols.
• Monitor staffing, shift coverage and resource availability.
• Support KPI tracking, reporting and operational performance analysis.
• Participate in Lean Six Sigma / continuous improvement initiatives.
• Assist ISO 9001 activities including documentation, audits and CAPA actions.
• Conduct post-incident reviews and root-cause analysis.
• Maintain compliance with policies, client requirements and legislation.

Skills

Multitasking across channels

Communication skills

Calm under pressure

Organizational skills

Team collaboration

Education

Post-secondary education or equivalent experience

Tools

Microsoft Office (Excel, Word, Outlook)

Job description

INTRODUCTION

Duty Operator - Security Operations Centre (SOC)

Department: Security Operations Centre (SOC)
Job Type: Full Time
Location: Oakville, ON
Hourly Rate: $22.00/hour

About Commissionaires Great Lakes

Commissionaires Great Lakes (CGL) has been proudly serving communities since 1925, providing meaningful employment opportunities for veterans and individuals dedicated to public service. As one of Canada’s most respected security and public safety organizations, we deliver trusted security solutions across Central and Southwestern Ontario.

Our services include uniformed security, mobile response, by-law enforcement, identification services, and 24/7 security operations support.

At CGL, we are driven by integrity, accountability, professionalism, and continuous improvement. We value people who are calm under pressure, service-oriented, and committed to making a real difference in the safety and security of the communities we serve.

About the Role

As a Duty Operator in our Security Operations Centre (SOC), you are the critical coordination point between clients, field staff, and emergency services. You will monitor live security systems, manage incoming communications, and ensure timely, accurate responses to incidents across multiple sites.

This is a high-responsibility, fast-paced role where strong judgment, communication, and multitasking skills directly impact operational success and public safety.

You will also play an important role in supporting continuous improvement initiatives, including Lean Six Sigma projects and ISO 9001 Quality Management System compliance.

What You’ll Do

• Monitor alarms, CCTV, access control systems, GPS tracking, and other security platforms
• Receive, prioritize, and manage high-volume communications across phone, radio, and digital channels
• Coordinate and dispatch security personnel and emergency response resources
• Maintain real-time communication with field staff to ensure effective service delivery
• Respond to incidents with professionalism, urgency, and sound judgment
• Document all occurrences accurately in incident management systems and logs
• Escalate critical events in accordance with established protocols
• Monitor staffing, shift coverage, and resource availability
• Support KPI tracking, reporting, and operational performance analysis
• Participate in process improvement initiatives (Lean Six Sigma / continuous improvement)
• Support ISO 9001 activities including documentation, audits, and corrective actions (CAPA)
• Conduct post-incident reviews and root cause analysis to improve future outcomes
• Maintain compliance with internal policies, client requirements, and applicable legislation

What You Bring

Required Experience & Skills

• 2-5 years of experience in one or more of the following:
  • Security Operations Centre (SOC)
  • Security dispatch or emergency communications
  • Public safety communications
  • High-volume call center or control room environment
• Strong multitasking ability across multiple communication channels (phone, radio, systems)
• Excellent communication, customer service, and conflict resolution skills
• Ability to stay calm, focused, and decisive under pressure
• Strong organizational skills and attention to detail
• Intermediate to advanced Microsoft Office skills (Excel, Word, Outlook)
• Ability to work flexible shifts (days, evenings, nights, weekends, holidays)
• Post-secondary education or equivalent experience
• Minimum 5 years Canadian residency (security clearance requirement)

Nice to Have

• Experience with ISO 9001 Quality Management Systems
• Internal audit or compliance experience
• Lean Six Sigma (Green Belt or higher)
• Experience with KPI reporting, root cause analysis, and process mapping
• Familiarity with security management systems, CCTV, access control, or dispatch software
• Background in emergency communications or operations centres

Core Strengths for Success

• Strong situational awareness and decision-making
• Excellent customer service under pressure
• Clear and professional communication
• Critical thinking and problem solving
• Operational discipline and attention to compliance
• Team collaboration in a 24/7 environment
• Continuous improvement mindset

What We Offer

• Competitive hourly wage: $22.00/hour
• Medical and dental benefits (where eligible)
• Employee Assistance Program (EAP) and Family Assistance support
• Ongoing training and professional development
• Exposure to Lean Six Sigma and ISO improvement initiatives
• Opportunities for growth within a respected organization
• Meaningful work supporting safety and public service

Schedule

Shift Availability: Monday - Friday 1000 - 1800

This position requires flexibility to work a variety of shifts throughout the week if required.

• 8:00 a.m. - 4:00 p.m.
• 4:00 p.m. - 12:00 a.m.
• 12:00 a.m. - 8:00 a.m.
• Weekend: 12:00 p.m. - 12:00 a.m.
• Weekend: 12:00 a.m. - 12:00 p.m.

Flexibility is essential due to 24/7 operational requirements.

What Success Looks Like

• Fast, accurate response to incidents and calls
• Clear coordination between field staff and clients
• High-quality documentation and reporting
• Strong adherence to procedures and compliance standards
• Consistent professionalism in high-pressure situations
• Active contribution to operational improvements

Commitment to Inclusion

Commissionaires Great Lakes (CGL) is fully committed to abiding by all equal opportunity employment standards. Our employment policies strictly prohibit all forms of discrimination on any of the grounds in relevant laws. All our employment practices are solely based on individual merit and our organization's needs at the time.

Accommodations are available throughout the recruitment process in accordance with applicable legislation. Applicants are encouraged to advise us of any accommodation needs at any stage.