Bilingual Operations Lead, CSOC (English and French) - Toronto in Toronto, ON at Securitas Canada

Date Posted: 2/11/2020

Job Snapshot

Job Description

Job Code: 92386440876

Category: CAN First-Line Supervisors

Location:                       Operations Centre in North York on Consumers Rd.

Shift details:                  Flexible to work all shifts          

Position summary: The Bilingual Operations Lead plays an integral role within the Securitas Operations Centre to provide effective leadership and can respond with tact and diplomacy to a variety of operational issues.  This position requires fluency in English and French, after-hours support, and regular interaction with all levels of the organization at a national level including security guards, managers, schedulers, and clients.

Primary Accountabilities:

  • Communicate 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 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.
  • Monitoring IMMIX system for unwanted activity and filling out reports for any suspicious activity in a timely fashion.
  • Performing other duties as required.

Position Qualifications:Securitas Canada celebrates diversity and we welcome and encourage applications from the four designated groups; namely women, aboriginal people, visible minorities and persons with disabilities.  Accommodations are available for applicants with disabilities throughout the recruitment process.

Job Requirements

Minimum 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:

  • Bilingual (French and English)
  • Intermediate computer skills (i.e., typing- 35 wpm, data entry, Internet navigation, Microsoft Office suite and email)
  • 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 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.
  • 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.
  • Must possess a basic ability to analyse and understand assignment of guards and clear record keeping providing support in the event of a question and/or concern.
  • 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 security system.

Position Qualifications:

  • OSSD/equivalent or a minimum of one year of background experience in the security guard industry, preferred.
  • Background experience of at least one year in a call centre environment, preferred
  • Good understanding of IMMIX, Oracle and scheduling.