Control Centre Operator
Company
Allied Universal
Location
Mississauga, ON
Job Type
Full-time
Posted
3 days ago
Via
via Allied Universal
Job Description
Company Overview:
We are North America's leading security and facility services provider with approximately 300,000 service personnel. At Allied Universal(R), we pride ourselves on fostering a promote from within culture. There are countless examples of individuals who began their career as Security Professionals and today hold positions on our senior leadership team. We offer medical, dental and vision coverage, life insurance, employee assistance programs, company discounts, perks and more for most full-time positions!
Start your phenomenal career with Allied Universal today!
The Control Centre Operator for our National Communications Centre will be responsible for intake, triage and escalation of all types of incidents reported to the center, with the assistance of the Supervisor. The Operator will also be responsible for documentation and data entry, monitoring various systems and responding to email and telephone calls in a professional and timely manner.
Job Title: Control Centre Operator
Location: Mississauga, ON
Pay rate: $20.00 per hour
Type: Full Time & Part time
Positions: 2 Full time & 2 Part time openings
Successful candidates must be available to work the above rotational schedules and shift timings.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
The Control Centre Operator will be responsible for managing team members in a call center environment.
• Answer incoming calls and respond to emails.
• Accurate and timely dispatching of alarm calls (internal and external)
• Handle customer inquiries both over the phone and by email
• Enter new client locations / information into system(s);
• Informs clients (internal & external) by explaining procedures; answering questions; providing information.
• Identify and Escalate priority issues, critical incidents and escalate as per procedure
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
• Route calls to appropriate area/department.
• Ensure training manual is updated with new procedures/functions
• Follow up with customer (internal & external) calls/emails as / when necessary
• Create monthly client reports
• Accurate bi-weekly payroll reporting
• Create and distribute daily internal reports / shift reports / weekly reports
• Scheduling of staff (manage time off, sick days accurately)
• Assist in training new operators
• Maintain database and manuals (Procedural manual, subcontractor list etc.)
• Assist in managing employee performance ( job performance issues, compliments/complaints)
• Completion of Annual Employee Reviews (members under each team lead)
• Employee Access cards - printing and providing quality assurance, assist with distribution
• *Remote Video Monitoring - key function/role to be determined
• Other job functions as assigned by immediate manager or Senior Director
QUALIFICATIONS
• Prior call center and Customer Service experience
• Ability to work independently
• Written and Oral Communication
• Data Entry / Attention to Detail
• Ability to think strategically
• Ability to motivate immediate team members
• Ability to reason through complex problems and reach sound decisions
• Able to effectively multi-task
• People management skills
• Ability to work in a stressful environment
• Ability to motivate and encourage others
• Prior security-related experience. (preferred)
• 911 or Police Foundations training, preferred
• Prior experience in managing a team, call center environment (preferred but not required)
EDUCATION:
• High School Diploma or equivalent
• Proficient in computer applications
BENEFITS:
• Opportunities for career growth and advancement.
• Paid training and development programs.
Disclaimer:
As part of our standard hiring process, all candidates being considered for employment with Allied Universal are required to undergo a background check. This background check may include, but is not limited to, criminal history, employment verification, education verification, and professional references
We are North America's leading security and facility services provider with approximately 300,000 service personnel. At Allied Universal(R), we pride ourselves on fostering a promote from within culture. There are countless examples of individuals who began their career as Security Professionals and today hold positions on our senior leadership team. We offer medical, dental and vision coverage, life insurance, employee assistance programs, company discounts, perks and more for most full-time positions!
Start your phenomenal career with Allied Universal today!
The Control Centre Operator for our National Communications Centre will be responsible for intake, triage and escalation of all types of incidents reported to the center, with the assistance of the Supervisor. The Operator will also be responsible for documentation and data entry, monitoring various systems and responding to email and telephone calls in a professional and timely manner.
Job Title: Control Centre Operator
Location: Mississauga, ON
Pay rate: $20.00 per hour
Type: Full Time & Part time
Positions: 2 Full time & 2 Part time openings
Successful candidates must be available to work the above rotational schedules and shift timings.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
The Control Centre Operator will be responsible for managing team members in a call center environment.
• Answer incoming calls and respond to emails.
• Accurate and timely dispatching of alarm calls (internal and external)
• Handle customer inquiries both over the phone and by email
• Enter new client locations / information into system(s);
• Informs clients (internal & external) by explaining procedures; answering questions; providing information.
• Identify and Escalate priority issues, critical incidents and escalate as per procedure
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
• Route calls to appropriate area/department.
• Ensure training manual is updated with new procedures/functions
• Follow up with customer (internal & external) calls/emails as / when necessary
• Create monthly client reports
• Accurate bi-weekly payroll reporting
• Create and distribute daily internal reports / shift reports / weekly reports
• Scheduling of staff (manage time off, sick days accurately)
• Assist in training new operators
• Maintain database and manuals (Procedural manual, subcontractor list etc.)
• Assist in managing employee performance ( job performance issues, compliments/complaints)
• Completion of Annual Employee Reviews (members under each team lead)
• Employee Access cards - printing and providing quality assurance, assist with distribution
• *Remote Video Monitoring - key function/role to be determined
• Other job functions as assigned by immediate manager or Senior Director
QUALIFICATIONS
• Prior call center and Customer Service experience
• Ability to work independently
• Written and Oral Communication
• Data Entry / Attention to Detail
• Ability to think strategically
• Ability to motivate immediate team members
• Ability to reason through complex problems and reach sound decisions
• Able to effectively multi-task
• People management skills
• Ability to work in a stressful environment
• Ability to motivate and encourage others
• Prior security-related experience. (preferred)
• 911 or Police Foundations training, preferred
• Prior experience in managing a team, call center environment (preferred but not required)
EDUCATION:
• High School Diploma or equivalent
• Proficient in computer applications
BENEFITS:
• Opportunities for career growth and advancement.
• Paid training and development programs.
Disclaimer:
As part of our standard hiring process, all candidates being considered for employment with Allied Universal are required to undergo a background check. This background check may include, but is not limited to, criminal history, employment verification, education verification, and professional references
Frequently Asked Questions
Quick answers about Security Guard Jobs
What is the minimum hourly wage for security guards in Canada as of 2026?
As per Employment and Social Development Canada, the federal minimum wage for security guards is $18.50 per hour as of January 1 2026 with overtime paid at 1.5 times the rate after 40 hours per week. Provincial rates apply in non-federally regulated workplaces such as Ontario at $17.75 per hour and British Columbia at $18.25 per hour from the same date.
What license is required to work as a security guard in Canada in 2026?
As per the Ministry of the Solicitor General Ontario, a valid Ontario Security Guard License costs $80 and must be renewed every three years with mandatory 40-hour training completed before the 2026 application deadline. Alberta requires a similar provincial license through the Alberta Ministry of Justice with $105 fee and background check.
What education and experience are needed for security guard jobs in Canada?
As per Employment and Social Development Canada, applicants need a high school diploma or equivalent plus completion of a 40-hour approved security training course by March 2026. No prior experience is mandated for entry-level roles but a clean criminal record check from the RCMP dated within six months is required.
What documents are needed to apply for a security guard position in Canada?
As per Employment and Social Development Canada, submit a valid government-issued photo ID, completed security license application, recent criminal record check, and proof of training certification by the 2026 deadline. A resume listing any first aid or CPR certificates dated within two years is also required for most employers.
