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The Control Centre Operators for our National Communications Centre will be responsible for intake, triage and escalation of all types of incidents reported to the center, with the assistance of the Supervisor. The Operator will also be responsible for documentation and data entry, monitoring various systems and responding to email and telephone calls in a professional and timely manner.

Job Title: Control Centre Operator Bilingual French and English an asset

Position: Full time

Salary: $23.00 / hr

Schedule: Sunday - Saturday

Shift: Various and Rotational

The NCC Operator will handle incident reporting, document and data entry and respond to email and telephone calls in a professional manner.

RESPONSIBILITIES:

• Dispatch of personnel and escalation based on event type
• Performs intake, triage and escalation functions for all incidents reported to the center
• Deals with issues and incidents that are potentially sensitive or may put persons at risk
• Applies the appropriate professionalism, maturity and tact to manage the incident
• Escalates incidents to the Supervisor immediately when unable to manage the situation at his/her level
• Supports incidents as documented or directed to do so by the Supervisor, or other authorized persons
• Advises the Supervisor of urgent matters, life safety incidents, etc., in a timely manner to ensure the appropriate triage is applied and the appropriate steps are taken
• Follows procedures, work instructions and other directions from the supervisor, Allied Universal management, and the client
• Collects information and data, creates and provides reports, maintains effective communications with a wide variety of stakeholders
• Performs data entry in a timely, accurate and inclusive manner
• Adheres to and promotes the client's and Allied Universal policies and procedures at all times
• Liaises with employees and vendors in a helpful, cordial and proactive manner
• Participates in departmental meetings as required
• Communicates concerns, process improvement ideas or other opportunities for improvement to the Supervisor
• Performs other duties as required

QUALIFICATIONS:

• Demonstrated experience in critical environments where decision making and actions can impact life-safety and business continuity
• Proven proficiency in Microsoft Office and the google suite of programs
• Demonstrated experience in critical environments where decision making and actions can impact life-safety and business continuity
• Ability to be effective in a multicultural environment
• Ability to implement performance management with direct reports
• Demonstrated ability to problem-solve by active listening
• Ability to reason through complex problems and reach sound decisions
• Strong administrative and multi-tasking skills
• Strong analytical, interpersonal, listening and communication (verbal and written) skills
• Must have availability to work all days of the week and schedules that consist of day shifts and overnight shifts
• Preference will be given to those who have two years of relevant experience
• Bilingualism (English & French) is highly preferred, but not mandatory

EDUCATION:

• Related Education or Certifications are an asset
• Minimum two years of work-related experience, preferably in the security industry or a dispatch environment

BENEFITS :

• Opportunities for growth and career advancement.
• Comprehensive health and dental benefits.
• Paid training and development programs.

Disclaimer:

As part of our standard hiring process, all candidates considered for employment with Allied Universal are required to undergo a background check. This background check may include, but is not limited to, criminal history, employment verification, degree verification and professional verification.

Allied Universal® provides unparalleled service, systems and solutions to the people and business of our communities, and is North America's leading security services provider. Allied Universal delivers high-quality, tailored solutions, which allows clients to focus on their core business. For more information: www.AUSecurity.ca.