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
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Week 1: Wednesday to Friday (4-on/3-off schedule)
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Week 2: Wednesday to Saturday (4-on/3-off schedule)
Position 2
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Week 1: Saturday to Tuesday (4-on/3-off schedule)
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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
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We offer wages starting at $22-$23/hr and health benefits
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Opportunities to grow alongside GardaWorld
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Continuing education through GardaWorld Campus
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Corporate discounts
What does a Western Canada Control Center Operator do in Calgary?
Key Objectives:
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Handle a large volume of inbound and outbound providing solutions, handle inquiries and escalations to branch level
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Follow communication scripts and use knowledge of the company’s products and services to go off script when necessary
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Identify customer needs, research issues, resolve complaints, and provide solutions
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Maintain ownership of calls throughout the lifecycle of the caller’s request, including follow-ups with end-users and escalation team
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Recommend improvements to systems and processes for improved organizational efficiency
Daily and Weekly Tasks:
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Communicate and liaise with Branch Management, Supervisors, Security Guards across Western Canada to provide after-hours support with operational issues.
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Build positive relationships by going above and beyond with customer service, ensuring all questions are addressed appropriately
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Meet daily personal/team qualitative and quantitative targets, and achieve all service, productivity, and quality objectives
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Leverage data and insights gathered in the control center to recommend and influence process improvement opportunities
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Handle Inbound/outbound calls providing resolutions, handle inquiries and escalations to branch level.
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Actioning various alerts to ensure the health and safety
Qualifications:
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Have a high school diploma or equivalent
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1-2 years of previous Customer service required
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Able to work in a fast-paced environment and handle working under pressure
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Ability to multitask, manage time and prioritize
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Experience in a call center is an asset
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Adept to problem solving and conflict resolution
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Comfortable learning new computer programs
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Able to pass the typing test with minimum average score of 50-60 words per minute.
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Flexible availability
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Be able to provide a clean criminal background check
