Security Command Center Assistant Manager
The Assistant Manager will support our Alberta Station in ensuring the smooth and efficient operations.
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Position Details
The Assistant Manager for the Command Center will join our Radius Security Division, playing a crucial role in supporting the Command Center Manager to ensure all aspects of the station run effectively and efficiently. Leading by example, you will support the training and performance of all operators, ensuring they work to their fullest potential to guarantee the safety of our customers and the communities we serve. This position is vital in creating an exceptional experience for our external customers.
Without this role, our Command Center teams could not effectively grow or sustain the high level of service required to take care of our valued customers. This role matters.
LOCATION & HOURS
Location: 14 - 10672 46 St SE, Calgary, AB T2C 1G1
Schedule: Will Vary (We do require flexibility and there must be availability to work occasional nights and weekends).
Incentives
- Job stability! Our company was deemed an essential service and we were lucky to continue to serve our communities during the pandemic. Our company is continuing to grow year over year, and we have exciting expansion plans for the future, especially here in Calgary!
- Extended health and dental benefits, including RRSP Matching, Employee Family & Assistance Program, and a Monthly-Profit Sharing Bonus.
- Bonus Stat Holiday – Boxing Day
- Learning and development opportunities to grow within the business (including paid training both internal and external).
- Fun-loving team environment with various company events (team outings, virtual gaming, pub nights, spirit weeks, community involvement/volunteer activities, etc.)
- Ability to make an impact – we welcome your ideas and love when our team members get to see their initiatives come to fruition.
- You have a voice. We empower our people to bring forward their suggestions.
- We have a strong brand reputation, and people are proud to work for a place that is a staple in our communities.
Job Description
Your success will be measured on how efficiently and accurately you manage and execute these core responsibilities:
Leadership
- Supervise, train, and mentor command station operators and supervisors, providing constructive feedback and recognition of accomplishments when required.
- Motivate towards achieving our station KPI’s.
- Participate in regular 1:1’s with operators and assist with annual reviews and performance improvement plans.
- Assist in cultivating a positive team environment, fostering effective communication and collaboration within the Command Station. Assist in increasing morale and keeping spirits up with your team members.
- Assist with Training Team to develop training programs for operators, covering any technical skills, compliance, and professional development.
- Help drive continuous improvement in operations through the implementation of new technologies, refine processes, & update standard operating procedures (SOP’s).
- Provide regular reports to management, including performance reports, incident analyses, and trend assessments.
Administration
- Facilitate effective communication between the Command Station and other departments.
- Maintain confidentiality of all surveillance activities, including data files on procedural infractions, investigations, and any criminal matters that may arise.
- Stay updated on relevant laws, regulations, and false alarm programs to ensure legal compliance and to appeal any false alarm fines issued by false alarm programs to the company.
- Help establish and maintain quality assurance measures for operations including regular audits and assessments.
Operations
- Scheduling for optimization and working with supervisors to ensure each shift is fully staffed.
- Direct special observations and investigations as requested by management.
- Ensure security operational excellence by driving or participating in improvement ideas to ensure our station is ‘best in class’. Achieve this by aligning with organization goals and aligning with industry benchmarks.
- Participate in relevant industry conferences, forums, and networking events to stay informed about emerging trends and technologies in security, alarm response, and video surveillance.
- Maintain positive relationships with clients and/or internal customers, addressing concerns and ensuring high customer satisfaction.
- Willing to help answer alarms and calls when needed.
- Other station-related duties as assigned.
*Please note: this is not an exhaustive list and other responsibilities may be required.
Requirements
- Non-negotiables: You must be a cultural driver with strong emotional intelligence and a passion for fostering a high-performance culture in the Command Center. The Assistant Manager must demonstrate professionalism, integrity, initiative, empathy, and leadership. Staying focused and positive in a dynamic work environment with constantly changing priorities is essential, as is the ability to balance the right priorities. Your passion for building strong relationships and collaborating across all levels of the organization is crucial. You should have a proactive attitude, always ready to "run to the problem" and be "fanatic about response time." If you don't have the answers, you take accountability to find them. You are ready to roll up your sleeves, support the team where needed, and drive results within your scope. This role involves managing time-sensitive tasks, so we need someone who gets things done on time and correctly the first time.
- At least 3-years prior experience in a leadership role at a Security Command Center or Emergency Dispatch Call Center.
- Proficiency using computers and relevant systems such as Microsoft Office and Security Software (Manitou & Immix, or similar).
- Strong organizational skills to manage multiple tasks simultaneously with excellent follow-through.
- Effective & clear written and verbal communication skills – you don’t rely solely on emails and are confident in making phone calls to get things done.
- Able to travel to our other Command Center’s as required.
WE WANT TO HEAR FROM YOU
The Assistant Manager will support our Alberta Station in ensuring the smooth and efficient operations.
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Protecting people
is in our DNA.
Our shared values are the building blocks of our organization and our unique culture. They are deeply embedded in the management processes, behaviors, and beliefs that make us who we are.
