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CSOC Operations Specialist (Bilingual) - North York
Securitas Canada Limited
CSOC Operations Specialist (Bilingual) - North York
Dead Line: September 23, 2021
Primary Accountabilities:
• Communicate and liaise with District Management, Supervisors, Security Guards & Mobile Officers across the country to provide after-hours support with various operational issues.
• Inbound/Outbound calls to handle inquiries, provide resolutions, as well as confirming the health & Safety of Security guards in the field.
• Providing documentation and corresponding with Clients and Securitas personnel via email.
• Prompt and accurate data entry for applications such as SAFES and Oracle while escalating security guard scheduling transactions.
• Acquiring a strong understanding of the Department’s National process to educate Guards, Managers and efficiently actions various requests.
• Communicate and liaise with Mobile Dispatch department to dispatch Mobile officers to unsecured locations across the country.
• Monitoring IMMIX and MAS systems for unwanted activity, and filling out reports for any suspicious activity in a timely fashion.
• Performing other duties as required.
Job Requirements
• Able to work rotational shifts and extra hours including weekends as required maintaining the Department’s operational needs.
• Effectively maintaining open lines of communication with co-workers at all times.
• Being prepared and physically alert while on shift.
• Adhering to all Securitas rules and regulations.
Position Specifications:
Technical Skills:
• Basic computer skills (i.e., typing- 35 wpm, data entry, Internet navigation, Microsoft Windows and email)
• Well versed in the use of MS-Excel, MS-Word and all applicable subprograms.
• Solid understanding of the Mobile and Guarding departments’ National process.
• Must have experience in dealing with various levels of individuals within the organization and be able to adapt to the various levels of communication required with each group.
• Must possess the ability to discuss both positive and negative situations with those individuals in such a manner as to ensure that the necessary goal is achieved with a positive result.
• Must be able to mediate situations between security guards, communications officers, field/mobile supervisors, District Managers and Schedulers in a professional and unbiased manner.
• Must possess and display a willingness and ability to listen and understand all aspects of a particular situation in order to affect the appropriate resolution with a minimum of distress or conflict.
• Must possess strong interpersonal skills with the ability to stay calm is stressful situations.
• Must have the ability to write and update schedules and emails in such a manner as to provide a true working document for the staff to utilize as a reference to activities during the execution of their duties.
• Bilingual (French and English)
Analytical Skills:
• Must possess the ability to analyze, create and/or correct scheduling of security services in order to provide the best possible solution to each individual situation (SAFES).
• Must possess a basic ability to analyse and understand assignment of guards and clear record keeping to provide support in the event of a question and/or concern.
Administrative Skills:
• Must be able to monitor and control multiple tasks simultaneously, including dispatching alarms, data entry, telephone answering, emailing, and all scheduling situations, etc.
• Must have strong organizational skills to monitor and track pending alarms, guard arrival times, missed POCO notifications and suspicious activity witness while monitoring IMMIX/MAS security systems.
Position Qualifications:
• OSSD/equivalent or a minimum of one (1) years of background experience in the security guard industry, preferred.
• Background experience of at least one (1) year in a call centre environment, preferred.
• Good understanding of IMMIX, MAS, Oracle and SAFES scheduling.
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Communicate and liaise with District Management, Supervisors, Security Guards & Mobile Officers across the country to provide after-hours support with various operational issues.