About this role
<p><strong><span>Your mission at GardaWorld</span></strong></p> <p>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. <strong><span>This is a part-time casual on-call position with potential for full time in future.</span></strong></p> <p> </p> <p><strong><span>Position we are looking at filling:</span></strong></p> <ul style="list-style-type:disc"> <li> <p><strong>Casual Position – 12-Hour Rotational Shifts</strong></p> <p>This role follows a rotating monthly schedule between days and nights, with staggered shift times:</p> <ul style="list-style-type:disc"> <li> <p><strong>Day Shifts:</strong> 06:00–18:00 or 06:45–18:45</p> </li> <li> <p><strong>Night Shifts:</strong> 18:00–06:00 or 18:45–06:45</p> </li> </ul> <p>Casual employees will be scheduled to cover <strong>book-offs, vacation coverage, and other operational needs</strong>.</p> <p>We are currently seeking individuals who have <strong>an open availability any day of the week</strong> and can be <strong>flexible to work both day and night shifts</strong></p> </li> </ul> <p> </p> <p><strong><span>Job Benefits</span></strong></p> <ul style="list-style-type:disc"> <li>We offer wages starting at $22-$23/hr</li> <li>Opportunities to grow alongside GardaWorld </li> <li>Continuing education through GardaWorld Campus </li> <li>Corporate discounts </li> </ul> <p> </p> <p><strong><span>What does a Western Canada Control Center Operator do in Calgary?</span></strong></p> <p><strong><span>Key Objectives:</span></strong></p> <ul style="list-style-type:disc"> <li>Handle a large volume of inbound and outbound providing solutions, handle inquiries and escalations to branch level</li> <li>Follow communication scripts and use knowledge of the company’s products and services to go off script when necessary</li> <li>Identify customer needs, research issues, resolve complaints, and provide solutions</li> <li>Maintain ownership of calls throughout the lifecycle of the caller’s request, including follow-ups with end-users and escalation team</li> <li>Recommend improvements to systems and processes for improved organizational efficiency</li> </ul> <p><strong><span>Daily and Weekly Tasks:</span></strong></p> <ul style="list-style-type:disc"> <li>Communicate and liaise with Branch Management, Supervisors, Security Guards across Western Canada to provide after-hours support with operational issues.</li> <li>Build positive relationships by going above and beyond with customer service, ensuring all questions are addressed appropriately</li> <li>Meet daily personal/team qualitative and quantitative targets, and achieve all service, productivity, and quality objectives</li> <li>Leverage data and insights gathered in the control center to recommend and influence process improvement opportunities</li> <li>Handle Inbound/outbound calls providing resolutions, handle inquiries and escalations to branch level.</li> <li>Actioning various alerts to ensure the health and safety</li> </ul> <p> </p> <p><strong><span>Qualifications:</span></strong></p> <ul style="list-style-type:disc"> <li>Have a high school diploma or equivalent </li> <li>1-2 years of previous Customer service required</li> <li>Able to work in a fast-paced environment and handle working under pressure </li> <li>Ability to multitask, manage time and prioritize</li> <li>Experience in a call center is an asset</li> <li>Adept to problem solving and conflict resolution</li> <li>Comfortable learning new computer programs</li> <li>Able to pass the typing test with minimum average score of 50-60 words per minute.</li> <li>Flexible availability</li> <li>Be able to provide a clean criminal background check </li> </ul> <p> </p>