Supervisor, Healthcare Operations Centre Job Listing at Paladin Security in Vancouver, British Columbia, BC (Job ID 768160)

Description

Job Skills / Requirements Our Supervisor of the Healthcare Operations Centre is responsible for overseeing the day-to-day operations, ensuring the highest level of service quality is delivered to our clients, and acting as a main point of contact for the team for escalation, training, and coaching.

Our ideal candidate will have extensive experience in customer service and administrative functions, along with experience in the Paladin Security Operations Centre environment.
 
Responsibilities:

• Ensure all daily operations are meeting the expected quality standards, and following outlined policies and procedures, which can include dispatch entries, incident reports submissions, on-duty / off-duty check completions, system outages, etc.
• Oversee department's schedule, including vacation and time off requests, book-offs, and overtime mitigation
• Ensure all team members are adequately trained, are continually advancing, and receive proper performance reviews within timelines imposed
• Continually assess the quality of service provided by the program through audits and advanced tracking
• Ensure the completion of all period / quarterly stats, reporting, and investigations for internal and external stakeholders
• Act as the point of contact for escalation and reporting of significant events and operations occurrences
• Lead the continual assessment and revisions of policies and processes to maintain best practices
• Assist with training new Operators as needed
• Consult with management for support in any performance-related situations or escalated incidents
• Actively be involved in succession planning by adequately identifying, training and developing high performers, and documenting these efforts
• Ensure all departmental equipment is handled with care; escalate any OH&S issues, damaged equipment, or systematic outages / disruptions immediately upon discovery
• Other tasks as needed to support operational demands

• Experience in a supervisory or leadership role
• Experience within an operations centre or in a dispatcher role
• Excellent communication and interpersonal skills
• Adaptability in a dynamic environment and ability to lead change management
• Ability to effectively lead, supervise, and delegate to a diverse team
• Strong computer skills with proficiency in Microsoft Office