Job Description

Job Title: Dispatch/SOC Operator Retail Site

Portfolio Focus:
• Answering calls from various external and internal sources and assigning them to appropriate departments.
• Scheduling, especially ad hoc and last-minute requests.
• Afterhours operations.

Key Responsibilities:

• Monitor CCTV cameras, alarm systems, access control systems, and emergency communication systems.
• Respond promptly to alarms, incidents, and emergency situations.
• Dispatch security personnel and coordinate incident response activities.
• Maintain accurate incident logs, reports, and daily activity records.
• Monitor fire panels, intrusion alarms, and building management systems.
• Escalate security breaches, suspicious activities, and safety concerns to management or emergency services.
• Conduct remote surveillance and investigate unusual activities.
• Provide customer service and assistance to staff, visitors, and tenants.
• Perform regular system checks to ensure all security equipment is functioning properly.
• Communicate effectively with onsite guards, supervisors, police, fire, and EMS when required.
• Follow company policies, emergency procedures, and confidentiality standards.
• Assist with access control management including badge monitoring and visitor verification.
• Support emergency evacuations and business continuity procedures.
• Prepare shift handover notes and incident summaries.
Note: Scheduling tasks vary on day to day and shift to shift basis, but almost equal amount of time is spent on an average.

Knowledge, Skills, Experience and Education:
• Knowledge
◦ Knowledge of CCTV surveillance systems, access control systems, and alarm monitoring.
◦ Understanding of emergency response procedures and incident management.
◦ Familiarity with security operations, loss prevention, and safety protocols.
◦ Knowledge of report writing and documentation procedures.
◦ Basic understanding of privacy laws and confidentiality requirements.
◦ Understanding of fire alarm systems and emergency communication procedures.
Skills
◦ Strong observation and attention-to-detail skills.
◦ Excellent verbal and written communication.
◦ Ability to remain calm under pressure and during emergencies.
◦ Strong multitasking and decision-making abilities.
◦ Computer proficiency and ability to operate security software systems.
◦ Ability to work independently and as part of a team.
◦ Conflict resolution and customer service skills.
◦ Time management and organizational abilities.
Education & Certifications
◦ High school diploma or equivalent required.
◦ Valid Ontario Security Guard License.
◦ First Aid/CPR certification preferred or required.
◦ Previous SOC or security experience considered an asset.
◦ Post-secondary education in Police Foundations, Criminal Justice, or Security Management is an asset.