Operations Centre Supervisor - Graveyard Shifts

Overview

Job Skills / Requirements

About the Role

BC Operations Centre Supervisors oversee the performance and workflow of our Burnaby Operations Centre's employees and program, leading coordination of all departmental programs, clients, and other aspects of Paladin business within the Operations Centre. As the main escalation point, you'll manage the security team and processes, ensuring all Operators follow procedures to meet and exceed our Key Performance Indicators (KPIs). You'll use strong communication and interpersonal skills to build and maintain great working relationships with the team of Operators, field staff, clients, and Paladin managers. We're seeking candidates ready for the next step in their career — someone eager to take on more leadership responsibility, show dedication to team support and development, and bring a passion for program management. 

Pay: $24.50/hour, increasing to $25.50/hour upon successful completion of the 3-month probationary period

Shifts : 12-hour overnight shifts (21:00-09:00) on a rotating schedule: Week 1 consists of 4 shifts, Week 2 consists of 3 shifts, and the pattern repeats.

Responsibilities

• Ensuring all team members are adequately trained, continually advancing, and receive timely performance reviews 
• Actively participating in succession planning by identifying, training, and developing high performers, and documenting these efforts 
• Maintaining and improving employee morale; supporting team activities and giving accolades and recognition, liaising with Employee Care for nominations 
• Ensuring all operations on shift follow outlined policies and procedures and meet expected quality standards 
• Attending monthly meetings in person with management and prepare presentations for areas that need attention or improvement, these may be on your days off 
• Attending additional training events outside your regular shift 
• Continuously assessing and improving policies, processes, and quality of service through audits and advanced tracking 
• Collaborating with other Shift Supervisors to complete reporting, stats, and investigations for internal and external stakeholders 
• Ensuring all departmental shifts are filled with 100% coverage and minimal overtime when backfilling 
• Ensuring departmental book-offs, lates, and no-shows are handled and backfilled accordingly 
• Maintaining a safe and inclusive working environment 
• Ensuring all departmental equipment is handled with care; escalating OH&S issues, damaged equipment, or systematic outages/disruptions immediately upon discovery 
• Acting as the point of contact for all shift escalations, reporting significant events and operational occurrences as required 
• Onboarding and training new Operators, setting them up for long-term success 
• Maintaining comprehensive knowledge of the Operations Centre program and acting as a knowledge resource for Operators 
• Other duties as needed to meet operational demands 

Training

• Full time availability and flexibility required while shadowing an existing supervisor for training 

Requirements

• Minimum one (1) year of experience in a Security Operations Centre environment 
• Previous supervisory or management experience is an asset 
• Strong communication (written and verbal), interpersonal, and leadership skills 
• Comprehensive knowledge of security and emergency management 
• Strong technical proficiency in Microsoft Office Suite and WinTeam 
• Ability to work and lead a team in a highly dynamic environment 

Additional Information / Benefits

Paladin Security: Making the World a Safer and Friendlier Place because we CARE !
The Paladin Difference starts with our people; we're the best because we hire the best. We believe in promoting from within, respecting people and their differences, providing high quality service and always having fun! If you think you have what it takes to join our team, we want to meet you!

Paladin Security has a diverse workforce and we believe in and are committed to a workplace culture of respect, inclusion, and diversity. Paladin Security is committed to providing accommodations for people with disabilities through the interview process and while employed. If you require an accommodation during the interview process, please let us know and we will work with you to meet your needs.

We thank all applicants for their interest; however, only those candidates that are short listed will be contacted for an interview.