CSOC Operations Specialist (Bilingual) - North York in North York, ON at Securitas Canada

Date Posted: 11/21/2019

Job Snapshot

Job Description

Job Code: 91485083065

Category: CAN First-Line Supervisors

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.