The Control Centre Operators for our National Communications Centre will be responsible for intake, triage and escalation of all types of incidents reported to the center, with the assistance of the Supervisor. The Operator will also be responsible for documentation and data entry, monitoring various systems and responding to email and telephone calls in a professional and timely manner.
Job Title: Control Centre Operator
Location: Mississauga, ON
Type: Full Time
Pay Rate: $20.00 per hour
Shifts: Days, Evenings, Overnights - various schedule
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
Control Center Operator will be responsible for managing team members in a call center environment.
- Answer incoming calls and respond to emails.
- Accurate and timely dispatching of alarm calls (internal and external)
- Handle customer inquiries both over the phone and by email
- Enter new client locations / information into system(s);
- Informs clients (internal & external) by explaining procedures; answering questions; providing information.
- Identify and Escalate priority issues, critical incidents and escalate as per procedure
- Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
- Route calls to appropriate area/department.
- Ensure training manual is updated with new procedures/functions
- Follow up with customer (internal & external) calls/emails as / when necessary
- Create monthly client reports
- Accurate bi-weekly payroll reporting
- Create and distribute daily internal reports / shift reports / weekly reports
- Scheduling of staff (manage time off, sick days accurately)
- Assist in training new operators
- Maintain database and manuals (Procedural manual, subcontractor list etc.)
- Assist in managing employee performance ( job performance issues, compliments/complaints)
- Completion of Annual Employee Reviews (members under each team lead)
- Employee Access cards - printing and providing quality assurance, assist with distribution
- *Remote Video Monitoring - key function/role to be determined
- Other job functions as assigned by immediate manager or Senior Director
QUALIFICATIONS
- Prior call center and Customer Service experience
- Ability to work independently
- Written and Oral Communication
- Data Entry / Attention to Detail
- Ability to think strategically
- Ability to motivate immediate team members
- Ability to reason through complex problems and reach sound decisions
- Able to effectively multi-task
- People management skills
- Ability to work in a stressful environment
- Ability to motivate and encourage others
- Bilingualism, French /English would be an asset.
- Prior security-related experience. (preferred)
- 911 or Police Foundations training, preferred
- Prior experience in managing a team, call center environment (preferred but not required)
EDUCATION:
- High School Diploma or equivalent
- Proficient in computer applications
BENEFITS:
- Opportunities for career growth and advancement.
- Paid training and development programs.
Disclaimer:
As part of our standard hiring process, all candidates being considered for employment with Allied
Universal are required to undergo a background check. This background check may include, but is not
limited to, criminal history, employment verification, education verification, and professional references