Scheduling Supervisor

Overview

The purpose of the Scheduling Supervisor is to be the point of contact for Regal Security Inc. during the office hours and ensure that the scheduling dispatch team in the evening and overnight hours support the immediate needs of the business for client services, employee services and immediate scheduling/staffing needs as required. The role will also require the direct scheduling and operational administration duties.

• Be the first point of contact for all inbound calls into Regal Security Inc. during the after-hours times assigned, provide appropriate resolutions for all situations
• Train and mentor new dispatch recruits to ensure they are equipped and prepared to perform the role optimally
• Supervise the performance and the schedule of dispatch team to ensure complete operational coverage and proper performance of team members
• Performance reviews of supervised dispatchers and provide impromptu coaching to address performance concerns and to foster improvement.
• Assist with resolving issues and complaints from employees (payroll issue/ LOA/ absences) and ensure resolutions are provided in a timely manner.
• Respond to all calls, texts, and emails regarding specific Regal related matters;
• Escalate all required calls to required Regal Security Inc. representatives as per protocols;
• Dispatch Security Mobile Supervisor to any specific emergency calls or required sites that need assistance per protocol
• Ensure call monitor is updated at all times
• Prior to end of shift coordinate any outstanding shifts and or duty requirements with the incoming shift personnel per protocol

• Redirect employees/ clients etc to appropriate Senior Scheduling Supervisor/ Manager or interior department as required
• Monitor scheduling system and ensure all guards are on duty and accounted for and all open shifts are covered up until 11:00 am the following day
• Receive and process business hours scheduling requests from employees (absences, personal emergencies)
• Review and action arbitrations
• Monitor employee activity and ensure all staff are on duty and alert via check calls or patrol monitoring;
  Complete staff wellness check calls as required for sites;
• Review completed shifts and ensure shifts are properly checked per payroll and invoicing policy (Arbitrations)
• Perform administrative duties as required for reporting, payroll, invoicing, etc.
• Other duties as assigned

• Ability to work independently
• Schedule will require the ability to work mainly evenings, overnights, weekends and holidays;
• 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

• The pay rate will be $19 an hour or as per applicants experience.
• Health Benefits are available for full-time employees upon completion of 3 months probation.

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.

Regal provides accommodation for applicants with disabilities during the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Please contact us to request accommodation.