Full time Control Centre Operator

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

Benefits offered by this job

Health benefits

Growth opportunities with GardaWorld

Continuing education through GardaWord

Job summary

GardaWorld in Calgary is seeking a Full time Control Centre Operator to manage after-hours communications and day-to-day operations across Western Canada.

The role offers a rotating bi-weekly schedule with 18:00–06:00 or 18:45–06:45 shifts, and wages starting at 22–23 CAD per hour with health benefits. Ideal for candidates with customer service and call center experience seeking growth within GardaWorldCampus.

Qualifications

• Have a high school diploma or equivalent.
• 1-2 years of previous customer service experience.
• Fast-paced environment; handle pressure effectively.
• Multitask, manage time and priorities.
• Call center experience is an asset.
• Strong problem solving and conflict resolution.
• Comfortable learning new computer programs.
• Typing test with 50–60 WPM minimum.
• Ability to provide a clean criminal background check.

Responsibilities

• Handle a large volume of inbound and outbound calls; provide solutions.
• Follow scripts; adapt when necessary using product knowledge.
• Identify customer needs; research issues; resolve complaints.
• Own calls through the lifecycle; follow up with end-users and escalation.
• Suggest improvements to systems and processes for efficiency.

Skills

Customer service

Call center experience

Multitasking

Time management

Typing 50-60 wpm

Problem solving

Learn new software

Education

High school diploma or equivalent

Job description

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Full time Control Centre Operator

Business Unit: Security Services

Career Area: Operations and Administration

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 full time position.

This position follows a rotating bi-weekly schedule with staggered overnight shift times:

• Night Shifts: 18:00-06:00 or 18:45-06:45

Position 1

• Week 1: Wednesday to Friday (4-on/3-off schedule)
• Week 2: Wednesday to Saturday (4-on/3-off schedule)

Position 2

• Week 1: Saturday to Tuesday (4-on/3-off schedule)
• Week 2: Sunday to Tuesday

Please note that shift start and end times may vary between 18:00-06:00 and 18:45-06:45 depending on operational requirements.

• We offer wages starting at $22-$23/hr and health benefits
• 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

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: Business Process, Call Center, Customer Service, Management