CSOC Security Operations Specialist

Securitas Canada Ltd. - North York, ON (30+ days ago)

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JOB SUMMARY

Reporting directly to the Canadian Security Operations Centre Manager, the incumbent will work closely with department leads to ensure new trainees are on track and progressing well in their development once placed. This position will also work with Branches to ensure all CSOC data is up to date and accurate for appropriate after-hours support.

PRIMARY ACCOUNTABILITIES

Communicate and liaise with Branch 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 SMARTS, API, IMMIX, MAS and SAFES while handling mobile alarms and 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 alarms monitoring companies to dispatch Mobile officers to unsecured locations across the country.
Monitoring CCTV system for unwanted activity, and filling out reports for any suspicious activity in a timely fashion.
Performing periodic backups of still images and video footage to provide data when required.
Completing daily logs, as well as, writing and being able to understand incident reports.
Performing other duties as required.
All other duties as assigned.

Organizational Requirements:
Reports directly to Canadian Security Operations Center Manager.
Able to work rotational shifts and extra hrs 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.

Supervisory Skills:
Must have a high level of 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 officers, communications officers, field/mobile supervisors, BMs 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 be prepared to communicate with members of the Management Team in order to effectively deal with day-to-day situations, which may require management involvement.

Communication Skills:
Must utilize telephone etiquette and be able to relay relevant business information in a professional and concise manner regarding all aspects of the position.
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.

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 in order 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 the CCTV system.
Job Requirements

Position Qualifications:
Communicate and liaise with Branch 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 SMARTS, API, IMMIX, MAS and SAFES while handling mobile alarms and 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 alarms monitoring companies to dispatch Mobile officers to unsecured locations across the country.
Monitoring CCTV system for unwanted activity, and filling out reports for any suspicious activity in a timely fashion.
Performing periodic backups of still images and video footage to provide data when required.
Completing daily logs, as well as, writing and being able to understand incident reports.
Performing other duties as required.
All other duties as assigned.

Organizational Requirements:
Reports directly to Canadian Security Operations Center Manager.
Able to work rotational shifts and extra hrs 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.

Supervisory Skills:
Must have a high level of 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 officers, communications officers, field/mobile supervisors, BMs 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 be prepared to communicate with members of the Management Team in order to effectively deal with day-to-day situations, which may require management involvement.

Communication Skills:
Must utilize telephone etiquette and be able to relay relevant business information in a professional and concise manner regarding all aspects of the position.
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.

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 in order 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 the CCTV system.

Position Qualifications:
Education/knowledge:
OSSD/equivalent or a minimum of one (1) years of background experience in the security guard industry, preferred.

Experience:
Background experience of at least one (1) year in a call centre environment, preferred
Good understanding of SMARTS, API, IMMIX, MAS and SAFES scheduling.