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Job Description

Command Center Operator

Compensation: $22.00 / hour
Shift: ***Must have open availability for any shift***

The Command Center Operator will primarily be responsible for receiving non-emergency telephone calls, accessing and manipulating video surveillance and access control systems, and coordinating responses to security and safety incidents. They will provide timely and accurate information and reporting to staff through the use of data available in time sensitive databases. Additionally, they will generate incident reports for security and investigate purposes and ac as a liaison between supervision/management and security personnel. Some essential functions of this position include:

• Monitor CCTV and access control systems for a network of facilities across North America.
• Verify security related alarms; dispatch first responders and provide situation updates to security staff.
• Maintain knowledge of the location and the status of various security personnel.
• Create accurate communication logs and accurately report incidents in incident management databases.
• Provide situational awareness of issues occurring throughout the region through internet observation, news media reporting and establish intergroup communication with other support elements.
• Utilize geographic information systems to ascertain potential risk and incidents that occur in the vicinity of the company's assets.
• Provide information for investigative purposes by making use of data and information available in sensitive security databases.
• Support critical role of "incident reach-back" by facilitating the dissemination of information in order to mobilize the necessary resources to ensure that the regional staff can mitigate immediate risk and incidents.
• Utilize SharePoint sites and Microsoft Office Suite Programs to generate reports and access security related information.
• Make common sense decisions and exercise action during high tension and stressful situations.
• Conduct training of newly placed peers in all duties of the job, provide training updates to supervisory staff as needed.
• Interact in a positive manner with all employees, customers, consultants, and vendors.

Education, Licenses, and Certifications Required:

• Prior dispatch / Emergency Operator exp required.
• Prior customer service experience in a call/contact center.

Skills Required:

• Proficient computer skills including Microsoft Office and SharePoint
• Highly effective oral and written communication skills.
• Active listening skills.
• Ability to assess and evaluate situations effectively.
• Ability to identify critical issues quickly and accurately.
• Attention to detail.
• Must be able to pass a typing test.

Physical Requirements and Environment:

• Office, minimal to no exposure to extreme temperatures.
• Working on PC and using telephone while sitting for extended periods of time (4+ hours).
• Sitting, typing.

About the job:

• If attending an interview with the branch, you must have a current resume with required experience
• Must have experience in Command Center Dispatch/Operator OR High Volume Call Center
• Excellent customer service is always your top priority.
• You observe, survey the area and provide reporting on activity at your assigned location.
• You provide rapid response in critical situations.
• You're good with reading and writing detailed reports.
• You know when and how to enforce customer procedures, regulations and standards.

Your background:

• Experience with multi-line phone systems
• Comfortable using various computer systems simultaneously
• Extensive knowledge of Microsoft Office Suite is mandatory
• Ability to multi-task
• You have a high school education or equivalent (GED)
• You're able to ace (and pass) an extensive screening process
• Must be able to obtain D security License

If you want a real career opportunity where you're part of a dynamic supportive team that's dedicated to your success, check us out. We're a global organization that embraces our cultural diversity and we promote engagement, communication, and sharing ideas across all our teams. At GardaWorld, you'll have plenty of room to grow - and that's just for starters. Explore your future with us today.
It is the policy of GardaWorld Security Services to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, veteran status, or disability in accordance with applicable federal laws. In addition, GardaWorld Security Services complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including, but not limited to hiring, placement, assignment, promotion, termination, layoffs, recalls, transfers, leaves of absence, compensation, and training. It is also the policy of GardaWorld Security Services not to honor requests that employees be assigned on the basis of sex or any other classification protected by law, unless such request is based on a bona fide occupational qualification for that assignment.

**STATE LICENSE B1200012

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