Senior Manager, Central Control Centre

Senior Manager, Central Control Centre
Reports to:  Director of Operations, GTA
Purpose of Position
This position shall oversee the operations of the Central Control Centre ensure overall high quality of service level being provided to internal and external clients, employees and members of the public.
Work Environment
The incumbent will be required to work in a fast-paced environment, with varying levels of stress depending on activity levels and business needs. The position is situated at the Toronto Branch office with the incumbent working 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 may from time to time require the incumbent to work non routine business hours for a total of 40 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, Scheduling, Mobile and Intake Desk Personnel.
It is expected that the Senior Manager, CCC understands and maintains confidentiality as it pertains to the business and company related matters.
Required Skills
The incumbent will require the following skill set:
-Ability to create to a positive work environment and create a team atmosphere to obtain desired results from others.
-Ability to make decisions and guide the business relative to process, policy and procedures.
-Strong communication and delegating skills.
-Strong organizational and priority setting skills to ensure goals are met.
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-Computer skills – ability to use Microsoft office suite of programs with efficiency.  Be familiar with the operation of the company scheduling system (Vision), mobile dispatch process as well as the Intake desk requirements.
-Self- motivated able to achieve goals.
-Excellent problem-solving skills.
-Ensures operations in the 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.
·         Assist in the development and evolution of KPI’s to demonstrate business value and compliance.
·         The incumbent will review and lead 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 Central Control Center and collaborate with the National Operation Centre to ensure quality service is being provided to customers both internal and external customers.
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-Provide timely communications and actionable intelligence to support all aspects of the business for which the CCC supports.
-Routine Reporting to all levels within the organization including Executive Leadership
Perform Analysis, planning and provide direction in order to ensure we are delivering maximum value to the business.
-Create Excel Spreadsheets, Dashboards and PowerPoint presentations to showcase Trends and Data Analysis throughout the business on routine or as needed basis
-Coordinate with associates and business partners Nationally to optimize structure and
-Direct oversight of the Scheduling program
-Quality Assurance Reviews
-Provide Training and Develop Standards to facilitate effective performance and ongoing development.
-Participate and lead development of new programs and service offerings delivered by the CCC.