Operations Centre Team Lead (Scheduling)

Paladin Security; Calgary; On-site; CAD 50,000 - 70,000; Full time

Job summary

A security services company in Calgary is looking for a team leader for the Operations Centre. You will enhance operational procedures, manage staff schedules, and coach team members. The ideal candidate has strong leadership skills, a High School Diploma or GED, and is authorized to work in Canada. This position offers competitive benefits including medical, dental, and vision insurance.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Paid Vacation

Qualifications

• Ability to coach and train in a fast-paced environment.
• Strong interpersonal and leadership skills.
• Legally authorized to work in Canada.

Responsibilities

• Develop and maintain quality operational procedures.
• Dispatch in the Operations Centre during shifts.
• Lead training initiatives for the Operations Centre team.
• Review performance reports and oversee follow ups.
• Ensure adequate staffing levels for operational requirements.

Skills

Coaching and training

Interpersonal skills

Leadership skills

Communication skills

Problem-solving

Proficiency in Microsoft Office

Education

High School Diploma/GED

Post-secondary education in business administration or related

Job description

Overview

Paladin Security: Making the World a Safer and Friendlier Place because we CARE! The Paladin Difference starts with our people; we're the best because we hire the best. We believe in promoting from within, respecting people and their differences, providing high quality service and always having fun! If you think you have what it takes to join our team, we want to meet you!

Responsibilities

• Develops and maintains quality operational procedures and processes and ensures comprehensive training to all members of the Operations Centre team.
• Dispatch in the Operations Centre during their shift times.
• Leads in enhancing culture and training initiatives for the Operations Centre team.
• Reviews daily all summary and escalation reports from the Regional Manager, Scheduling and Portfolio Resource Coordinator team. Oversees that follow ups occur to ensure performance and reporting aligns with expectations.
• Meets monthly with Regional Manager, Scheduling to review operational challenges with resolutions and recommendations for systems and process improvement.
• Ensures staffing levels are adequate in the Operations Centre team to carry out operational requirements after hours and maintains staff schedules in WinTeam scheduling software.
• Approves or declines vacations for the Operations Centre team, and finds coverage for approved vacations.
• Provides motivational and disciplinary discussions with the Operations Centre team; conducts performance reviews and investigations, as required. Leads in all remedial action to ensure staff are provided with a fair and constructive process.
• Presents on quality performance metrics specified as key performance indicators.
• Facilitates semi-annual meetings with Operations Centre based staff.
• Manages the Operations Department team schedule in accordance with the provided budget.
• Performs other duties as requested to assist with corporate and/or branch needs.

Qualifications

• Ability to coach and train in a fast-paced, dynamic environment.
• Strong interpersonal and leadership skills, coupled with excellent verbal and written communication.
• Advanced computer skills with proficiency in Microsoft Office.
• Demonstrated ability to plan, organize, problem-solve, and execute solutions when facing simultaneous priorities.
• Legally authorized to work in Canada.

Education Requirements

High School Diploma/GED
Post-secondary education in business administration or related is preferred

Additional Information / Benefits

• Paladin Security has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity.
• Paladin Security is committed to providing accommodations for people with disabilities through the interview process and while employed. If you require an accommodation during the interview process, please let us know and we will work with you to meet your needs.
• We thank all applicants for their interest; however, only those candidates that are short listed will be contacted for an interview.
• Benefits: Medical Insurance, Dental Insurance, Vision Insurance, Paid Vacation
• This job reports to the Regional Scheduling Manager
• This is a Full and Part-Time position