Casual Western Canada Control Centre Operator

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 part-time casual position.

Position we are looking at filling:



Part-time Casual 12 hour rotational shifts. Staggered shift timing/rotating monthly between days and nights 0600-1800 to 0645-1845 & 1800-0600 to 1845-0645

Job Benefits

We offer wages starting at $22-$23/hr
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
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.


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