Company Overview
We are North America's leading security and facility services provider with approximately 300,000 service personnel. At Allied Universal(R), we pride ourselves on fostering a promote from within culture. There are countless examples of individuals who began their career as Security Professionals and today hold positions on our senior leadership team. We offer medical, dental and vision coverage, life insurance, employee assistance programs, company discounts, perks and more for most full-time positions!

Job Title : Security Site Supervisor - Incident Reporting Centre

Location : Mississauga, ON

Type : Full Time

Schedule : 1100-2300 Saturday's and Sunday's and 1000-1800 Monday to Wednesday (flexibility required/subject to change)

Pay Rate : $29.00 to $31.00 per hour

Overview
Allied Universal is seeking an Control Centre Supervisor - Incident Reportingto support our client, a leading financial institution. The IRC Supervisor provides leadership, operational oversight, and hands-on support within the Incident Response Centre. This role supervises a full team of IRC Operators, manages staffing schedules (including book-offs and vacation planning), and ensures consistent delivery of high-quality service. In addition to supervisory responsibilities, the IRC Supervisor performs regular IRC Operator duties as required, maintaining full operational readiness.

Perks

Paid training and continuous professional development.

Opportunities for career growth and advancement within a global organization.

Benefits

Supportive, inclusive, and bilingual work environment.

Responsibilities

Supervise a full team of IRC Operators, ensuring consistent performance, professionalism, and adherence to protocols.

Create and manage schedules, including coverage for book-offs, vacations, and unexpected absences.

Provide coaching, mentoring, and performance feedback to operators.

Support onboarding and training of new operators.





Intake, triage and elevate incoming calls and e-mails from our Client, Law Enforcement, and Vendors

Operate various computerized communication consoles and associated equipment to receive, asses, and report information

Dispatch appropriate personnel, inclusive of Security Professionals, Law Enforcement, and Vendors based on event type

Categorize and prioritize numerous types of calls and e-mails

Provide, in accordance with protocol, alarm monitoring via access control and/or automatic video display for intrusion, robbery or duress

Providing access control with automatic video display with voice communications

Deal with issues and incidents that are potentially sensitive, confidential or may put persons at risk

Perform active monitoring of various security systems, including video and access control systems

Collect information and data, create and provide reports, maintain effective communications with a wide variety of stakeholders

Apply the appropriate professionalism, maturity, and tact to manage the incident

Perform data entry in a timely, accurate and inclusive manner

Escalate incidents to the Supervisor immediately when unable to manage the situation at his/her level

Support incidents as documented or directed to do so by the Supervisor, or other authorized persons

In urgent matters, life safety incidents, etc., action in a timely manner to ensure the appropriate triage is applied and the appropriate steps are taken

Adhere to and always promotes Allied Universal policies and procedures





Participating in departmental meetings as required

Communicates concerns, process improvement ideas or other opportunities for improvement

Performs other duties as required.

Requirements

Relevant University and/or College Diploma

Minimum two or more of work-related experience, preferably in the Security or Protective Services industry

Call Centre/Dispatch Centre/Emergency Response Centre experience required

Proficiency in MS

Knowledge of CCTV systems, access control systems, monitoring of alarms, biometric security systems and additional devices and sensors related to security

Experience in critical environments where decision making and actions can impact life-safety and business continuity

Well-developed analytical, mathematical, interpersonal, listening and communication (verbal and written) skills

The ability to solve problems by active listening

Must be 18 years of age or older.

What Makes You PHENOMENAL For This Role:

Passionate to work in a fast-paced environment

Work effectively with employee groups and build partnerships

Strong administrative and multitasking skills

Knowledge of Microsoft Communicator, Incident Management Software and Office SharePoint and InfoPath

Prior corporate security, military or civilian law enforcement experience

Experience with network /telecommunications technology

Disclaimer
As part of our standard hiring process, all candidates being considered for employment with Allied Universal are required to undergo a background check, which may include, but is not limited to: criminal history, employment verification, education verification, and qualified references.

Allied Universal® is an inclusive and equitable employer, encouraging applications from qualified women and men including persons with disabilities, members of visible minorities, and Aboriginal persons.

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📌 Control Centre Supervisor - Incident Reporting (Ontario)
🏢 Source Security & Investigations
📍 Ontario