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Benefits

Description

G4S is Canada's leading provider of security solutions. Our company specializes in hiring and training security professionals to meet all of our client’s needs. We are currently seeking a Bilingual Call Centre Operator for one of our prominent clients’ Incident Reporting Centre. The Operator will be responsible for the intake, triage and escalation of all types of incidents reported to the centre, with the assistance of the Supervisor. The Operator will also be responsible for documentation and data entry, monitoring various security systems and responding to e-mail and telephone calls in a professional and timely manner.

Responsibilities Include:

  • Providing, in accordance with protocol, alarm monitoring via Access Control and/or Automatic Video Display for intrusion, robbery or duress
  • Providing access Control with Automatic Video Display with Voice Communications
  • Dispatch of personnel and escalation based on event type
  • Performs intake, triage, and escalation functions for all incidents reported to the centre
  • Deals with issues and incidents that are potentially sensitive, confidential or may put persons at risk
  • Applies the appropriate professionalism, maturity and tact to manage the incident
  • Escalates incidents to the Supervisor immediately when unable to manage the situation at his/her level
  • Supports incidents as documented or directed to do so by the Supervisor, or other authorized persons
  • Performs active monitoring of various security systems, including video and access control systems
  • Advises the Supervisor of urgent matters, life safety incidents, etc., in a timely manner to ensure the appropriate triage is applied and the appropriate steps are taken
  • Follows procedures, work instructions and other directions from the Supervisor, G4S Management, and the client
  • Collects information and data, creates and provides reports, maintains effective communications with a wide variety of stakeholders
  • Performs data entry in a timely, accurate and inclusive manner
  • Adheres to and promotes the clients’ and G4S policies and procedures at all times
  • Liaises with employees, visitors and vendors in a helpful, cordial and pro-active manner
  • Participates in departmental meetings as required
  • Communicates concerns, process improvement ideas or other opportunities for improvement to the Supervisor
  • Performs other duties as required
The Ideal Candidate

Required Skills/Qualifications:

  • Must be fully bilingual in French and English; both written and spoken
  • Relevant University and/or College Diploma
  • 3-5 years of work related experiences(preferably in the security industry)
    Call Centre/dispatch centre /emergency response centre experience
  • Proficiency in MS
  • Knowledge of CCTV systems, access control systems, monitoring of alarms, biometric security systems and additional devices and
    sensors related to security
  • Experience in critical environments where decision making, and actions can impact life-safety and business continuity
  • Well-developed analytical, mathematical, interpersonal, listening and communication (verbal and written) skills
  • The ability to problem-solve by active listening
  • Well-developed analytical, mathematical, interpersonal, listening and communication (verbal and written) skills

Additional Qualifications:

  • Work effectively with employee groups and build partnerships
  • Strong administrative and multitasking skills
  • Microsoft Communicator, Incident Management Software and Office SharePoint and InfoPath
  • Prior corporate security, military or civilian law enforcement experience
  • Experience with network /telecommunications technology
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Work environment

Work environments G4S Secure Solutions (Canada) Ltd. 0
Work environments G4S Secure Solutions (Canada) Ltd. 1
Work environments G4S Secure Solutions (Canada) Ltd. 2
Work environments G4S Secure Solutions (Canada) Ltd. 3

Requested skills

Incident Reporting Centre/ Call Centre Operators - ENGLISH & BILINGUAL (FRENCH & ENGLISH)

  • No Security Guard Licence required!

  • Full time & Permanent positions

  • Must be able to work 12 hour shifts on a Monthly Day & Night Continental Rotation
  • Tahoe Blvd, Mississauga (not remote work)

  • Responsible for the Intake, Triage & Escalation of all matters that come through the IRC via phone or email including alarm response, dispatch, monitoring CCTV cameras, ATM/NCR calls

  • Liaise with employees not customers

  • 80+ procedures to be trained on

  • Must have a 5 year residency in Canada (min. PR held since July 2016) due to the Public Works/Reliability clearances

  • Ability to successfully clear a Background check, Credit and/or Sanctions check prior to start date
  • Excellent communication skills, verbal and written

  • For Bilingual roles, you must speak and write fluently in French

Equal Opportunity Employer

This employer is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations are available on request for candidates taking part in all aspects of the selection process.

Requirements

Level of education

College

Diploma

Completed

Work experience (years)

3-5 years

Written languages

Fr : Advanced
En : Advanced

Spoken languages

Fr : Advanced
En : Advanced

Internal reference No. G4S/TP/2429282/212776