Call Center Operator / Night Shift

We are North America's leading security and facility services provider with approximately 300,000 service personnel. At Allied Universal(R), we pride ourselves on fostering a promote from within culture. There are countless examples of individuals who began their career as Security Professionals and today hold positions on our senior leadership team. We offer medical, dental and vision coverage, life insurance, employee assistance programs, company discounts, perks and more for most full-time positions!

We are North America's leading security and facility services provider with approximately 300,000 service personnel. At Allied Universal(R), we pride ourselves on fostering a promote from within culture. There are countless examples of individuals who began their career as Security Professionals and today hold positions on our senior leadership team. We offer medical, dental and vision coverage, life insurance, employee assistance programs, company discounts, perks and more for most full-time positions!

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

Type : Full Time

Pay Rate : $20.00 per hour

Shifts: Days, Evenings, Overnights - various schedule

Control Center Operator will be responsible for managing team members in a call center environment.

• Handle customer inquiries both over the phone and by email
• Enter new client locations / information into system(s);
• Maintains and improves quality results by adhering to standards and guidelines; Ensure training manual is updated with new procedures/functions
• Follow up with customer (internal & external) calls/emails as / when necessary
• Accurate bi-weekly payroll reporting
• Create and distribute daily internal reports / shift reports / weekly reports
• Assist in training new operators
• Maintain database and manuals (Procedural manual, subcontractor list etc.)
• Assist in managing employee performance ( job performance issues, compliments/complaints)
• Employee Access cards - printing and providing quality assurance, assist with distribution
• *Remote Video Monitoring - key function/role to be determined
• Other job functions as assigned by immediate manager or Senior Director

Prior call center and Customer Service experience

• Data Entry / Attention to Detail
• Ability to motivate immediate team members
• Bilingualism, French /English would be an asset.
• 911 or Police Foundations training, preferred
• Prior experience in managing a team, call center environment (preferred but not required)

High School Diploma or equivalent

Proficient in computer applications