Job Code : 91485083065
Category : CAN First-Line Supervisors
Primary Accountabilities :
Communicate and liaise with District Management, Supervisors, Security Guards & Mobile Officers across the country to provide after-hours support with various operational issues.
Inbound / Outbound calls to handle inquiries, provide resolutions, as well as confirming the health & Safety of Security guards in the field.
Providing documentation and corresponding with Clients and Securitas personnel via email.
Prompt and accurate data entry for applications such as SAFES and Oracle while escalating security guard scheduling transactions.
Acquiring a strong understanding of the Department’s National process to educate Guards, Managers and efficiently actions various requests.
Communicate and liaise with Mobile Dispatch department to dispatch Mobile officers to unsecured locations across the country.
Monitoring IMMIX and MAS systems for unwanted activity, and filling out reports for any suspicious activity in a timely fashion.
Performing other duties as required.
Able to work rotational shifts and extra hours including weekends as required maintaining the Department’s operational needs.
Effectively maintaining open lines of communication with co-workers at all times.
Being prepared and physically alert while on shift.
Adhering to all Securitas rules and regulations.
Position Specifications :
Technical Skills :
Basic computer skills (i.e., typing- 35 wpm, data entry, Internet navigation, Microsoft Windows and email)
Well versed in the use of MS-Excel, MS-Word and all applicable subprograms.
Solid understanding of the Mobile and Guarding departments’ National process.
Must have experience in dealing with various levels of individuals within the organization and be able to adapt to the various levels of communication required with each group.
Must possess the ability to discuss both positive and negative situations with those individuals in such a manner as to ensure that the necessary goal is achieved with a positive result.
Must be able to mediate situations between security guards, communications officers, field / mobile supervisors, District Managers and Schedulers in a professional and unbiased manner.
Must possess and display a willingness and ability to listen and understand all aspects of a particular situation in order to affect the appropriate resolution with a minimum of distress or conflict.
Must possess strong interpersonal skills with the ability to stay calm is stressful situations.
Must have the ability to write and update schedules and emails in such a manner as to provide a true working document for the staff to utilize as a reference to activities during the execution of their duties.
Bilingual (French and English)
Analytical Skills :
Must possess the ability to analyze, create and / or correct scheduling of security services in order to provide the best possible solution to each individual situation (SAFES).
Must possess a basic ability to analyse and understand assignment of guards and clear record keeping to provide support in the event of a question and / or concern.
Administrative Skills :
Must be able to monitor and control multiple tasks simultaneously, including dispatching alarms, data entry, telephone answering, emailing, and all scheduling situations, etc.
Must have strong organizational skills to monitor and track pending alarms, guard arrival times, missed POCO notifications and suspicious activity witness while monitoring IMMIX / MAS security systems.
Position Qualifications :
OSSD / equivalent or a minimum of one (1) years of background experience in the security guard industry, preferred.
Background experience of at least one (1) year in a call centre environment, preferred
Good understanding of IMMIX, MAS, Oracle and SAFES scheduling.