Job Title: Dispatch/SOC Operator Retail Site Job Description
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.
