Tactical Scheduler, Regional Operations Centre

Reports to: Director of Operations, GTA

Purpose of Position:

This position is responsible for ensuring all permanent or special requests for manpower coverage are satisfied with the proper selection of personnel and criteria established by the company while contributing to the operation of the Central Operations Center on a shift-to-shift basis to ensure overall high quality of service is provided to all regional and national accounts.

Work Environment

The incumbent will be required to work in a fast-paced environment, with varying levels of stress depending on activity levels in the Operations Centre. The position requires the incumbent to work at a desk and computer potentially for extended periods of time.

The incumbent is required to maintain a high level of professionalism and deportment while working. The position requires the incumbent to commit to a non-routine business week schedule. being scheduled on a continental work schedule averaging 42 hours per week.

Structure and Relationship

This position reports to the Director of Operations, GTA. Within the branch this position will have regular interaction with Account Managers, Portfolio Directors and other positions within the Operations Centre (National Service Desk and Alarms, Scheduling and Intake Desk Personnel).

It is expected that the Tactical Scheduler understands and maintains confidentiality as it pertains to the business and company related matters.

Required Skills

The incumbent will require the following skill set:

• Ability to create to a positive work environment and create a team atmosphere in order to obtain desired results from others.
• Ability to make decisions and triage according to business needs.
• Strong communication and delegating skills.
• Strong organizational and priority setting skills to ensure goals are met.

• Computer skills - ability to use Microsoft office suite of programs with efficiency. Be familiar with the operation of the company scheduling system, mobile dispatch process as well as the Intake desk requirements.
• Self- motivated able to achieve goals.
• Excellent problem-solving skills.
• Ensures operations in the Regional Operations Centre are conducted within GardaWorld Professional Standards guidelines and Business Management Manual

Branch and/or Regional Goals at Point of Signing

· Retain, Improve and Development of existing clients and relationships.

· Office Coordinator is responsible for maintaining current, accurate and detailed files for both clients and employees.

· The incumbent will review and participate in annual training on the following areas:

o Emergency Response Manual/Business Continuity Plan (ERM/BCP)

o Business (Quality) Management System (BMS)

o Satellite Branch Training

o Quality Training

o Occupational Health and Safety Training

o WHMIS Training.

Task Related Objectives

The incumbent is responsible for ensuring the oversight and management of activities within the Operation Centre while on shift to ensure quality service is being provided to customers both internal and external customers.

• This position will interact on a regular basis with other personnel within the organization including Account Managers, Portfolio Directors, Mobile Director, Scheduling and Intake Desk Personnel, National Service Desk, Loblaws Desk & Kronos Operators.
• Monitor incoming phone & email traffic to ensure they are being responded to promptly to minimize customer wait time.
• Accept book offs and find appropriate replacement guards in compliance with scheduling instructions within procedures.
• Create schedules in scheduling software and fill all open shifts with the proper classification of guard.
• Maintenance of staffing requirements and extra coverage while minimizing OT, training and show pay costs.
• Administers coverage change orders.
• Monitor and Action Loneworker program for sign in and out from shift as well as hourly safety checks.
• Escalate client complaints, challenges, concerns, or issues immediately to the Tactical Team Lead and/or Duty Manager.
• Ensure maintains knowledge of the company Quality System and related documents (BMS) and the Health and Safety Prevention Manual
• Be proficient at all positions within the Operations Centre to be able to cover any open shifts.
• Participate in projects and initiatives as assigned.