Overview:
The Manager, Scheduling and Dispatch is the direct leader of the scheduling and dispatch team members. This role of leading the scheduling and dispatch team includes duties such as providing the strategic and tactical direction of the team to meet Regal’s operational objectives, maintaining appropriate staff schedules, providing performance management of all team members for positive and negative performance reasons. The role will also require some scheduling and operational administration duties as required.
Core Duties and Responsibilities:
Hire, train and mentor new scheduling and dispatch recruits to ensure they are equipped and prepared to perform the role optimally.
Manage the overall operations of the scheduling and dispatch team.
Complete regular performance check ins and formal reviews of supervised dispatchers and provide impromptu coaching to address performance concerns and to foster improvement. If necessary, perform disciplinary actions in accordance with HR policies.
Work with senior operations team members to design and execute strategic objectives for the scheduling and dispatch team such as, but not limited to: Attendance Monitor Compliance, Overtime, Training and other Non Billable targets, allocation of available staffing resources.
Review issues and complaints from employees that cannot be resolved by scheduling and dispatch staff (eg. payroll issue / absences / staffing assignments) and ensure solutions are provided in a timely manner.
Ensure that scheduling department requests from employees (absences, personal emergencies), clients (request for guard services, site issues) or internal Regal team (Site removals, schedule changes, etc.) are executed by the appropriate team members within the appropriate timelines for each request type.
Work with Business Development and Account Services teams to ensure new sites are set up to the appropriate standards of the contract as it relates to the Scheduling systems, processes and procedures. Update sites as required from operations management.
Work with HR and Finance teams to ensure successful reporting of Payroll and Billing reports. Also manage other analytics reporting as required from senior operations team members.
Act as the primary scheduler of a portfolio of accounts as assigned by Senior Operations management. Perform the duties of Scheduling Supervisors, Dispatch Supervisors or other team members within the department where required
Be a point of contact for escalation calls for specific scheduling and dispatch emergency issues after-hours.
Evaluate and recommend changes to the Scheduling systems and tools, processes and procedures. Assist Senior Management in developing and implementing new systems.
Other duties as assigned
Expectations for Experience and Qualifications for role:
Ability to work independently
Proficiency and comfort in using computer systems;
Demonstrated ability to communicate effectively both verbally and in writing;
Previous experience as a security operations dispatcher or workforce scheduling roles will be an asset;
Has been successful in an environment where strong customer service is critical to achieving the organization's objective;
Demonstrated positive communication skills to handle difficult phone calls;
Technical proficiency with telephone, emails and scheduling software;
Ability to communicate in both verbal and written English communication to all persons clearly and accurately in a high volume call environment;
Solution-oriented and able to problem solve outside of regular protocols when required;
Proficient with computer and mobile applications including but not limited to: GSuite, VOIP phone system
Able to write detailed reports and document occurrences accurately
Compensation:
Competitive Salary
Medical and dental benefits.
Company paid time off
Cell phone and laptop provided.
Regal Security Inc. is an established and growing security company that offers a vast array of professional and dependable security guard services across the Vancouver area, Greater Toronto Area, Southern Ontario and Niagara Region.Our Everyday Superheroes™ are selected and trained to protect the client’s assets, property, employees, and tenants, using a custom-designed security solution for every client within the sectors we serve.
Every member of the Regal security team and every service carried out is directed by the Regal guiding principle of “YOUR PEACE OF MIND™”.
Only selected applicants with the required electronic security experience will be contacted. Thank you to all who may apply.
Regal Security Inc. welcomes all candidates equally and encourages all qualified candidates, from women and men, including persons with disabilities, members of visible minorities, and Aboriginal persons, to apply.
