Control Centre Operator - French Speaking - Part time

Company Overview:

We are North America's leading security and facility services provider with approximately 300,000 service personnel. At Allied Universal(R), 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. We offer medical, dental and vision coverage, life insurance, employee assistance programs, company discounts, perks and more for most full-time positions!

Start your phenomenal career with Allied Universal today!

Job Description

The Control Centre Operator - French Speaking - Part time for our National Communications Centre will be responsible for intake, triage and escalation of all types of incidents reported to the center, with the assistance of the Supervisor. The Operator will also be responsible for documentation and data entry, monitoring various systems and responding to email and telephone calls in a professional and timely manner. Job Title: Control Centre Operator - French Speaking - Part time Location: Mississauga, ON Type: Part Time Pay Rate: $23.00 per hour Positions: 2 openings Shifts:

Friday: Overnights (23:00-0700),

Saturday: Days (0700-1500), Afternoons (1500-2300), Overnights (2300-0700),

Sunday: Days (0700-1500), Afternoons (1500-2300). Additional shifts as required Successful candidates must be available to work the above rotational schedules and shift timings. ESSENTIAL JOB DUTIES AND RESPONSIBILITIES: The Control Centre Operator - French Speaking - Part time will be responsible for managing team members in a call center environment.

Answer incoming calls and respond to emails.

Accurate and timely dispatching of alarm calls (internal and external)

Handle customer inquiries both over the phone and by email

Enter new client locations / information into system(s);

Informs clients (internal & external) by explaining procedures; answering questions; providing information.

Identify and Escalate priority issues, critical incidents and escalate as per procedure

Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures

Route calls to appropriate area/department.

Ensure training manual is updated with new procedures/functions

Follow up with customer (internal & external) calls/emails as / when necessary

Create monthly client reports

Accurate bi-weekly payroll reporting

Create and distribute daily internal reports / shift reports / weekly reports

Scheduling of staff (manage time off, sick days accurately)

Assist in training new operators

Maintain database and manuals (Procedural manual, subcontractor list etc.)

Assist in managing employee performance ( job performance issues, compliments/complaints)

Completion of Annual Employee Reviews (members under each team lead)

Employee Access cards - printing and providing quality assurance, assist with distribution

*Remote Video Monitoring - key function/role to be determined

Other job functions as assigned by immediate manager or Senior Director QUALIFICATIONS

Bilingualism, French /English is a must

Prior call center and Customer Service experience

Ability to work independently

Written and Oral Communication

Data Entry / Attention to Detail

Ability to think strategically

Ability to motivate immediate team members

Ability to reason through complex problems and reach sound decisions

Able to effectively multi-task

People management skills

Ability to work in a stressful environment

Ability to motivate and encourage others

Prior security-related experience. (preferred)

911 or Police Foundations training, preferred

Prior experience in managing a team, call center environment (preferred but not required) EDUCATION:

High School Diploma or equivalent

Proficient in computer applications BENEFITS:

Opportunities for career growth and advancement.

Paid training and development programs. Disclaimer:As part of our standard hiring process, all candidates being considered for employment with AlliedUniversal are required to undergo a background check. This background check may include, but is notlimited to, criminal history, employment verification, education verification, and professional references

Closing

Allied Universal® is an inclusive and equitable employer, encouraging applications from qualified women and men including persons with disabilities, members of visible minorities, and Aboriginal persons.

Requisition ID