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

Education through GardaWorld Campus

Corporate discounts

Job summary

GardaWorld in Calgary is seeking a Control Center Operator to manage after-hours communications between agents, customers and supervisors. This full-time role centers on coordinating day-to-day operations across Western Canada with rotating 12-hour night shifts.

You will handle high call volumes, follow scripts, resolve issues, and contribute to process improvements while working in a team-focused security services environment. GardaWorld Campus offers growth and education opportunities.

Qualifications

• High school diploma or equivalent.
• 1-2 years customer service experience.
• Ability to work in a fast-paced environment and under pressure.
• Able to pass typing test with 50-60 wpm.

Responsibilities

• Handle a high volume inbound and outbound calls across Western Canada.
• Follow scripts and adapt to customer needs and situations.
• Resolve complaints and provide effective solutions.
• Maintain ownership of calls and follow up with callers.
• Identify and communicate opportunities for process improvements.
• Support after-hours operations for GardaWorld branches.

Skills

Customer service

Multitasking

Time management

Conflict resolution

Typing speed

Education

High school diploma or equivalent

Job description

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.

Schedule Details

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

• Full time permanent position 4/3 12 hour night shifts: 18:00-06:00 or 18:45-06:45

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

Job Benefits

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

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.
• Flexible availability
• 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.

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Call Center, Business Process, Customer Service, Management