Job Description

Job Skills / Requirements

The Operations Centre Supervisor will work with their team to ensure that Paladin’s contractual obligations are met. Most importantly shift coverage for the healthcare contracts. Along with the Scheduling Manager, they will also strategically forecast, plan and analytically create scheduling efficiencies ensuring we fulfill all requests for service. Quality control and fiscal responsibility include keeping overtime at a minimum. The Supervisor may assist in the payroll processes and fulling administrative functions within the department. This is a full time position traditionally working Monday to Friday ; however weekends and evenings are required based on operational needs.


Essential Job Functions:

• Lead the Healthcare Operations Centre (HOC) dispatch team by providing training, coaching and most importantly support and advocate for the team
• Audit entries into the WinTEAM software made by dispatchers ensuring accurace
• Be able to create, update and modify schedules for Security Guards while acting in a dispatch role when needed to support your team
• Be proactive and identify inconsistencies and better ways to accomplish tasks
• Assist in the development of short- and long-range goals and objectives, ensuring that they are consistent with operational demands
• Oversee the scheduling process, ensuring our Security Guards are optimized based on their individual needs while making sure our contractual needs are fulfilled and minimal overtime is created.
• Provide information as needed regarding additional shifts, vacation requests, last minute book-offs, shift availability, open shifting and shift cancellations.
• Liaise with the Alberta Protective Services Control Centre to ensure all scheduling requirements are being fulfilled and any issues resolved
• Work on-call as needed to provide support to the Healthcare Operations Centre
• Work with the billing and payroll departments to ensure all billing and payroll issues have been resolved prior to payroll and month-end lockdowns
• Track overtime on a pay period basis, reporting numbers to senior management
• Manage schedule for dispatchers in the Healthcare Operations Centre
• Assist with interviewing, reviews, and disciplinary meetings for Healthcare Operations Centre dispatchers

Requirements: 

• Must possess a High school Diploma, Post-Secondary education is an asset
• At least two years of customer service experience
• At least one year of previous supervisory experience
• At least one years of experience in scheduling or use of scheduling software
• Experience in dispatching or working in a call center is an asset
• The ability to use judgement and decision-making skills to evaluate situations and establish priorities
• Must have an outgoing, friendly, and extroverted personality
• Excellent written and oral skills in English, with the ability to effectively communicate with a diverse workforce
• Strong computer skills; including Word, Excel, PowerPoint and Outlook
• Ability to learn quickly and navigate through new software is an asset
• Strong time management, multitasking, problem solving, and organizational skills
• Must be detail oriented, team player, self-motivated, and able to take direction
• Legally Authorized to work in Canada

Education Requirements (Any)

High School Diploma/GED
Certificate Diploma or Bachelors Degree in Occupational Health and Safety (or related) field

Additional Information / Benefits

Benefits: Medical Insurance, Dental Insurance