Duty Manager, Regional Operations Centre

Duty Manager, Regional Operations Centre
Reports to:  Director of Operations, GTA
 
Purpose of Position:
This position shall oversee the operation of the Central Operations Center on a shift-to-shift basis to ensure overall high quality of service is provided to all regional and national accounts. 
Work Environment:
The incumbent will be required to work in a fast-paced environment, with varying levels of stress depending on activity levels in the Operations Centre. The position requires the incumbent to work at a desk and computer potentially for extended periods of time. 
The incumbent is required to maintain a high level of professionalism and deportment while working. 
The position requires the incumbent to commit to a non-routine business week schedule, being scheduled on a continental work schedule averaging 42 hours per week.
Structure and Relationship:
This position reports to the Director of Operations, GTA. Within the branch this position will have regular interaction with Account Managers, Portfolio Directors and other positions within the Operations Centre (National Service Desk and Alarms, Scheduling and Intake Desk Personnel). 
It is expected that the Duty Manager understands and maintains confidentiality as it pertains to the business and company related matters.
Required Skills:
The incumbent will require the following skill set:
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-Ability to create to a positive work environment and create a team atmosphere in order to obtain   desired results from others.
-Ability to make decisions and triage according to business needs.
-Strong communication and delegating skills.
-Strong organizational and priority setting skills to ensure goals are met.
-Computer skills – ability to use Microsoft office suite of programs with efficiency.  Be familiar with the operation of the company scheduling system, mobile dispatch process as well as the Intake desk requirements.
-Self- motivated able to achieve goals.
-Excellent problem-solving skills.
-Ensures operations in the Regional Operations Centre are conducted within GardaWorld Professional Standards guidelines and Business Management Manual
 
Branch and/or Regional Goals at Point of Signing
-Retain, Improve and Development of existing clients and relationships
-Office Coordinator is responsible for maintaining current, accurate and detailed files for both clients and employees.
-The incumbent will review and participate in annual training on the following areas:
o   Emergency Response Manual/Business Continuity Plan (ERM/BCP)
o   Business (Quality) Management System (BMS)
o   Satellite Branch Training
o   Quality Training
o   Occupational Health and Safety Training
o   WHMIS Training.
Task Related Objectives:
The incumbent is responsible for ensuring the oversight and management of activities within the Operations Centre while on shift to ensure quality service is being provided to customers both internal and external customers.
-This position will interact on a regular basis with other personnel within the organization including
Account Managers, Portfolio Directors, Mobile Director, Scheduling, and Intake Desk Personnel,
National Service Desk, Loblaws Desk & Kronos Operators.
-Monitor incoming phone & email traffic to ensure they are being responded to promptly to minimize
customer wait time.
-Direct operational activities ensuring successful addressing of urgent or escalating matters/incidents.
-Escalate client complaints to appropriate level of management (Account Manager, National Portfolio
Directors and other Regions accordingly)
-Conduct cross training with employees on all functions/training within the Operations Centre to enhance bench strength and increase service levels and efficiencies.
-Assist with development and implementation of policies and procedures of the Operations Centre.
-Manage activities in the Operations Centre to ensure any potential disservice issues are identified and
addressed at the lowest level of escalation.
-As required should client business be accepted by the National Operations Centre ensure all required
processes are followed for accepting the business including short term contract and site hazard
assessment process.
-Ensure maintains knowledge of the company Quality System and related documents (BMS) and the
Health and Safety Prevention Manual
-Be proficient at all positions within the Operations Centre to be able to cover any open shifts.
-Participate or lead projects and initiatives as assigned.