Casual Control Centre Operator

GardaWorld•Calgary, AB

22h•CA$22 - CA$23•Onsite

About The Position

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. This is a on-call casual position. This role follows a rotating monthly schedule between days and nights, with staggered shift times: Day Shifts: 06:00–18:00 or 06:45–18:45 Night Shifts: 18:00–06:00 or 18:45–06:45. Casual employees will be scheduled to cover book-offs, vacation coverage, and other operational needs. We are currently seeking individuals who have an open availability primarily Sunday- Wednesday and can be flexible to work both day and night shifts.

Requirements

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
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.
Flexible availability
Be able to provide a clean criminal background check

Nice To Haves

Experience in a call center is an asset

Responsibilities

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 off script 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
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