Duty Operator - Oakville
$45,760–$45,760 year
On-siteOakville, Ontario, Canada
Job Summary
Monitor alarms, CCTV, access control systems, GPS tracking, and other security platforms while receiving, prioritizing, and managing high-volume communications across phone, radio, and digital channels. Coordinate and dispatch security personnel and emergency response resources, maintaining real-time communication with field staff to ensure effective service delivery. Respond to incidents with professionalism and urgency, documenting all occurrences accurately in incident management systems and logs while escalating critical events per established protocols. Support continuous improvement initiatives including Lean Six Sigma projects and ISO 9001 Quality Management System compliance through documentation, audits, and corrective actions. Conduct post-incident reviews and root cause analysis to improve future outcomes. Work flexible shifts Monday through Friday with weekend availability, adhering to 24/7 operational requirements.
Required Qualifications
- 2–5 years of experience in one or more of the following: Security Operations Centre (SOC), Security dispatch or emergency communications, Public safety communications, High-volume call center or control room environment
- Strong multitasking ability across multiple communication channels (phone, radio, systems)
- Excellent communication, customer service, and conflict resolution skills
- Ability to stay calm, focused, and decisive under pressure
- Strong organizational skills and attention to detail
- Intermediate to advanced Microsoft Office skills (Excel, Word, Outlook)
- Ability to work flexible shifts (days, evenings, nights, weekends, holidays)
- Post-secondary education or equivalent experience
- Minimum 5 years Canadian residency (security clearance requirement)
Desired Qualifications
- Experience with ISO 9001 Quality Management Systems
- Internal audit or compliance experience
- Lean Six Sigma (Green Belt or higher)
- Experience with KPI reporting, root cause analysis, and process mapping
- Familiarity with security management systems, CCTV, access control, or dispatch software
- Background in emergency communications or operations centres
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