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.

Adaptable 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.

Job Segment:
Call Center, Business Process, Customer Service, Management

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📌 Full time Control Centre Operator (Alberta)
🏢 GardaWorld
📍 Alberta