Business Unit: Security ServicesCareer Area: Operations and AdministrationLocation: Calgary, Alberta, CAYour mission at GardaWorldIf 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 DetailsThis 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 18:45-06:45Please note that shift start and end times may vary between 18:00-06:00 and 18:45-06:45 depending on operational requirements.Job BenefitsWe offer wages starting at $22-$23/hr and health benefitsOpportunities to grow alongside GardaWorldContinuing education through GardaWorld CampusCorporate discountsWhat does a Western Canada Control Center Operator do in Calgary?Key ObjectivesHandle a large volume of inbound and outbound providing solutions, handle inquiries and escalations to branch levelFollow communication scripts and use knowledge of the company’s products and services to go off script when necessaryIdentify customer needs, research issues, resolve complaints, and provide solutionsMaintain ownership of calls throughout the lifecycle of the caller’s request,



including follow-ups with end-users and escalation teamRecommend improvements to systems and processes for improved organizational efficiencyDaily And Weekly TasksCommunicate 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 appropriatelyMeet daily personal/team qualitative and quantitative targets, and achieve all service, productivity, and quality objectivesLeverage data and insights gathered in the control center to recommend and influence process improvement opportunitiesHandle Inbound/outbound calls providing resolutions, handle inquiries and escalations to branch level.Actioning various alerts to ensure the health and safetyQualificationsHave a high school diploma or equivalent1-2 years of previous Customer service requiredAble to work in a fast-paced setting and handle working under pressureAbility to multitask, manage time and prioritizeExperience in a call center is an assetAdept to problem solving and conflict resolutionComfortable learning new computer programsAble to pass the typing test with minimum average score of 50-60 words per minute.Flexible availabilityBe able to provide a clean criminal background checkGardaWorld: Make the world a safer placeGardaWorld, 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#J-18808-Ljbffr

📌 Bilingual Incident Reporting Operator - $22 - $23 An Hour (Winnipeg)
🏢 Allied Universal
📍 Winnipeg