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Salary 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.
Position we are looking at filling:
Full Time Permanent 4/4 12 hour rotational shifts. Staggered shift timing/rotating monthly between # to #
Job Benefits
-We offer wages starting at $23/hr & comprehensive health benefits
-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 offscript 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.
