Full time Control Centre Operator

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