Incident Reporting Centre Operator

Overview

We are North America’s leading security services provider with over 300,000 phenomenal employees. At Allied Universal, 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. For all full-time positions, we offer medical, dental, and vision coverage, life insurance, employee assistance programs, and more! We also offer company paid uniforms and part-time and flexible schedules!

Job Description

Join Allied Universal today!!!

We are currently seeking aEnglish Call Centre Operatorsfor one of our prominent clients’ Incident Reporting Centre. The Operator will be responsible for the intake, triage and escalation of all types of incidents reported to the centre, with the assistance of the Supervisor. The Operator will also be responsible for documentation and data entry, monitoring various security systems and responding to e-mail and telephone calls in a professional and timely manner.

$500 HIRING BONUS (to be paid after 3 months probation) for Bilingual selections

Location: Tahoe Blvd, Mississauga

Pay rate: $25.00

Schedule: Monthly Day & Night Rotation (Mon/Tue ON, Wed/Thu OFF, Fri/Sat/Sun ON, Mon/Tue OFF, Wed/Thu ON, Fri/Sat/Sun OFF)

Must be able to pass extensive clearances (5 year Background check, Reliability Clearance Check, Credit & Sanctions) prior to start date.

Responsibilities Include:

• Providing, in accordance with protocol, alarm monitoring via Access Control and/or Automatic Video Display for intrusion, robbery or duress
• Providing access Control with Automatic Video Display with Voice Communications
• Dispatch of personnel and escalation based on event type
• Performs intake, triage, and escalation functions for all incidents reported to the centre
• Deals with issues and incidents that are potentially sensitive, confidential or may put persons at risk
• Applies the appropriate professionalism, maturity and tact to manage the incident
• Escalates incidents to the Supervisor immediately when unable to manage the situation at his/her level
• Supports incidents as documented or directed to do so by the Supervisor, or other authorized persons
• Performs active monitoring of various security systems, including video and access control systems
• Advises the Supervisor of urgent matters, life safety incidents, etc., in a timely manner to ensure the appropriate triage is applied and the appropriate steps are taken
• Follows procedures, work instructions and other directions from the Supervisor, Allied Universal Management, and the client
• Collects information and data, creates and provides reports, maintains effective communications with a wide variety of stakeholders
• Performs data entry in a timely, accurate and inclusive manner
• Adheres to and promotes the clients’ and Allied Universal policies and procedures at all times
• Liaises with employees, visitors and vendors in a helpful, cordial and pro-active manner
• Participates in departmental meetings as required
• Communicates concerns, process improvement ideas or other opportunities for improvement to the Supervisor
• Performs other duties as required

The Ideal Candidate

Required Skills/Qualifications:

• Relevant University and/or College Diploma
• 2-4 years of work related experiences(preferably in the security industry)Call Centre/dispatch centre /emergency response centre experience
• Proficiency in MS
• Knowledge of CCTV systems, access control systems, monitoring of alarms, biometric security systems and additional devices and sensors related to security
• Experience in critical environments where decision making, and actions can impact life-safety and business continuity
• Well-developed analytical, mathematical, interpersonal, listening and communication (verbal and written) skills
• The ability to problem-solve by active listening
• Well-developed analytical, mathematical, interpersonal, listening and communication (verbal and written) skills

Additional Qualifications:

• Work effectively with employee groups and build partnerships
• Strong administrative and multitasking skills
• Microsoft Communicator, Incident Management Software and Office SharePoint and InfoPath
• Prior corporate security, military or civilian law enforcement experience
• Experience with network /telecommunications technology

Closing

Allied Universal® provides unparalleled service, systems and solutions to the people and business of our communities, and is North America’s leading security services provider. Allied Universal delivers high-quality, tailored solutions, which allows clients to focus on their core business. For more information: www.AUSecurity.ca.

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