About this role
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: Night Shifts: 18:00-06:00 or 18:45-06:45 Position 1 Week 1: Wednesday to Friday (4-on/3-off schedule) Week 2: Wednesday to Saturday (4-on/3-off schedule) Position 2 Week 1: Saturday to Tuesday (4-on/3-off schedule) Week 2: Sunday to Tuesday 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