Control Centre Shift Supervisor

At GardaWorld, we’re looking for a motivated professional to join our team in a dynamic, fast-paced environment where every call counts. In this role, you’ll handle a high volume of inbound and outbound calls, provide exceptional service, and take ownership of each request from start to finish. You’ll identify customer needs, resolve issues efficiently, and ensure follow-ups are completed with care. As a key leader within the Control Centre, you’ll also provide frontline supervision, step in to support the team when call volume peaks, and occasionally act in an Assistant Manager or Manager capacity. This position is ideal for someone who thrives on responsibility, problem-solving, and continuous improvement.

What We Offer

• $25/hr and comprehensive health benefits
• Full time permanent position 2/2/3 12 hour 0700-1900 rotational shift
• Contining training through our GardaWorld Academy platform
• Great team work dynamic
• Employment discounts (gym, cell phone plans, etc)
  
  

Key Responsibilities

• Support and liaise with branch staff, supervisors, and guards across Western Canada to resolve operational issues and ensure service excellence.
• Build strong relationships with clients and internal teams through proactive communication and problem-solving.
• Manage inbound and outbound calls, action alerts, and ensure timely, accurate data entry.
• Conduct quality assurance audits, monitor Control Centre inboxes, and ensure operator tasks, safety checks, and clock-ins are completed efficiently.
• Train and support new operators, assist in developing procedures, and provide leadership coverage as needed.
• Collaborate with management to identify process improvements and provide operational updates and shift handovers.
  
  

Skills And Qualifications

• High school diploma required; post-secondary education an asset.
• Minimum 2 years of customer service experience and 1–2 years in a leadership or supervisory role.
• Previous call centre experience strongly preferred.
• Excellent communication, active listening, and problem-solving skills.
• Proven ability to multitask, prioritize, and perform under pressure in a fast-paced environment.
• Proficient with Microsoft Office and comfortable learning new software systems.
• Must meet a typing speed of 50–60 WPM.
• Preferred: Experience in the security industry and strong conflict resolution and people management skills.