INTRODUCTION:
Commissionaires Great Lakes is a trusted, not-for-profit organization dedicated to providing meaningful employment for veterans and delivering high-quality security services. With a rich history of service and integrity, we specialize in a wide range of security solutions, including security guarding, mobile patrols, concierge services, and more. Our team is committed to protecting people and property, delivering exceptional value, and building long-lasting relationships with our clients.
POSITION SUMMARY:
We are seeking a proactive and detail-oriented Operations Centre Manager to lead our centralized Operations Centre. This role is responsible for overseeing the daily operations of scheduling, shift coverage, mobile dispatch, and escalation response. The ideal candidate will be a strong people leader with a keen eye for accuracy, a commitment to excellent customer service, and the ability to multi-task and manage a fast-paced, dynamic environment.
This posting is for an existing vacancy.
KEY RESPONSIBILITIES:
· Lead, mentor, and supervise a team of operations coordinators, dispatchers, and scheduling staff.
· Foster a high-performance culture focused on service excellence, ownership, and continuous improvement.
Oversee all aspects of staff scheduling to ensure all shifts, at client sites, are fully staffed with properly trained guards and compliant with contractual obligations.
Ensure accurate data entry and tracking for all shift changes, absences, and special site instructions.
Maintain a proactive and service-oriented approach in all client interactions, ensuring timely resolution and follow-up.
Ensure all scheduling and timekeeping records are complete, verified, and aligned with payroll deadlines.
Implement audit processes to regularly review schedule/payroll data integrity.
Develop and maintain standard operating procedures for the Operations Centre.
Identify process gaps or inefficiencies and recommend improvements.
Prepare and present regular operational reports to senior management.
QUALIFICATIONS:
Must be able to obtain secret clearance (minimum 10 years Canadian residency)
Minimum 3-5 years in operations management, preferably in the security or service industry.
Demonstrated experience managing teams in a 24/7 operations environment.
Strong understanding of scheduling systems, workforce management, and timekeeping tools.
Excellent organizational, communication, and interpersonal skills.
Detail-oriented with a focus on data accuracy and process compliance.
Ability to remain calm and effective under pressure and in emergency response situations.
Proficient in Microsoft Office and scheduling/timekeeping platforms (e.g., Trackforce or equivalent).
PREFERRED:
Experience in the security industry or similar field-based, multi-site service industry.
Knowledge of labour laws and employment standards as they pertain to shift scheduling and overtime.
WHAT WE OFFER YOU:
Health, Drug, Dental and other Benefits;
Paid vacation; DBplus Pension Plan;
Employee & Family Assistance Program (EFAP)
WHAT THE JOB OFFERS YOU:
Job type: Full-time
Reports to: Vice President - Client Services
Anticipated start date: May 2025
Salary: Offering a competitive alary
Hours of work: 8 am- 4 pm, Monday through Friday
Office Location: 2947 Portland Drive, Oakville, Ontario
We would like to thank all those who apply, however only those selected for an interview will be contacted.
Commissionaires Great Lakes (CGL) is fully committed to abiding by all equal opportunity employment standards. Our employment policies strictly prohibit all forms of discrimination on any of the grounds in relevant laws. All our employment practices are solely based on individual merit and our organization's needs at the time.
