Security Operations Analyst

Paladin Security Group Ltd; Regina; On-site; CAD 40,000 - 50,000; Full time

Job summary

A leading security company in Regina seeks dedicated operators for their 24/7 Operations Centre. The role involves dispatching officers, managing client programs, and providing exceptional customer service. Ideal candidates will thrive in fast-paced environments, possess strong communication skills, and have a valid security license. Join a diverse team committed to making the world a safer place with opportunities for personal growth and development.

Benefits

Paid Vacation

Qualifications

• At least 1 year of experience in a call or operations center preferred.
• Ability to work effectively in a fast-paced, stressful environment.

Responsibilities

• Dispatch officers to calls and manage client-specific programs.
• Provide high-level customer service during all calls.
• Log all entries accurately and close calls upon verification.

Skills

Communication

Customer Service

Decision Making

Education

Valid Security License

Tools

MS Office Suite

Job description

Overview

We thank all applicants for their interest; however, only those shortlisted will be contacted for an interview.

Paladin Security: Making the World a Safer and Friendlier Place because we CARE!

Do you have superior customer service skills and a passion for helping people? Are you able to think quickly and defuse difficult situations? Your experience handling responsibility, combined with your enthusiasm and varied life experiences, makes you an ideal candidate for our team! We believe in promoting from within, respecting diversity, providing high-quality service, and having fun! If you think you have what it takes, we want to meet you!

Job Skills / Requirements

Our services support a broad spectrum of client needs. Operators are responsible for dispatching officers to calls, managing client-specific programs, and alarm dispatching from our 24/7 Operations Centre, following established procedures in partnership with our clients.

Key Accountabilities

1. Act as an extension of Paladin Security and our clients by using appropriate greetings when answering calls.
2. Follow processes and workflows established by Paladin Management and the Client.
3. Communicate via radio and/or phone to ensure expedited assistance.
4. Act upon client calls as per expectations, establishing work priorities, passing pertinent information, and ensuring deadlines are met.
5. Make quick decisions to determine emergency status and escalate as needed.
6. Communicate occurrences to external stakeholders promptly.
7. Provide high-level customer service during all calls.
8. Receive and dispatch alarms using client-specific software and coordinate with Emergency Services.
9. Remain calm during incidents like vehicle accidents, coordinating with first responders.
10. Log all entries accurately and close calls upon verification of attendance and resolution.
11. Create reports and assist with investigations as required.
12. Perform additional duties to support Paladin’s operations.

Skills & Qualifications

• At least 1 year of experience in a call or operations center is preferred.
• Strong communication skills in reading, writing, and speaking.
• Proficiency with MS Office Suite, including Outlook, Word, and Excel.
• Typing speed of at least 50 WPM with no errors.
• Ability to learn new software and adapt quickly.
• Professionalism and commitment to excellent customer service.
• Ability to work effectively in a fast-paced, stressful environment.
• Capability to handle large call volumes and make sound decisions.

Certification Requirements

Valid Security License.

Additional Information / Benefits

Paladin Security values diversity and is committed to an inclusive workplace. We accommodate individuals with disabilities during the interview process and employment. If you need accommodations, please inform us. We appreciate all applicants' interest; only shortlisted candidates will be contacted.

Benefits: Paid Vacation