INTRODUCTION:
Duty Operator – Security Operations Centre (SOC)
Department: Security Operations Centre (SOC)
Job Type: Full Time
Location: Oakville, ON
Hourly Rate: $22.00/hour
About Commissionaires Great Lakes
Commissionaires Great Lakes (CGL) has been proudly serving communities since 1925, providing meaningful employment opportunities for veterans and individuals dedicated to public service. As one of Canada’s most respected security and public safety organizations, we deliver trusted security solutions across Central and Southwestern Ontario.
Our services include uniformed security, mobile response, by-law enforcement, identification services, and 24/7 security operations support.
At CGL, we are driven by integrity, accountability, professionalism, and continuous improvement. We value people who are calm under pressure, service-oriented, and committed to making a real difference in the safety and security of the communities we serve.
About the Role
As a Duty Operator in our Security Operations Centre (SOC), you are the critical coordination point between clients, field staff, and emergency services. You will monitor live security systems, manage incoming communications, and ensure timely, accurate responses to incidents across multiple sites.
This is a high-responsibility, fast-paced role where strong judgment, communication, and multitasking skills directly impact operational success and public safety.
You will also play an important role in supporting continuous improvement initiatives, including Lean Six Sigma projects and ISO 9001 Quality Management System compliance.
What You’ll Do
In this role, you will:
- Monitor alarms, CCTV, access control systems, GPS tracking, and other security platforms
- Receive, prioritize, and manage high-volume communications across phone, radio, and digital channels
- Coordinate and dispatch security personnel and emergency response resources
- Maintain real-time communication with field staff to ensure effective service delivery
- Respond to incidents with professionalism, urgency, and sound judgment
- Document all occurrences accurately in incident management systems and logs
- Escalate critical events in accordance with established protocols
- Monitor staffing, shift coverage, and resource availability
- Support KPI tracking, reporting, and operational performance analysis
- Participate in process improvement initiatives (Lean Six Sigma / continuous improvement)
- Support ISO 9001 activities including documentation, audits, and corrective actions (CAPA)
- Conduct post-incident reviews and root cause analysis to improve future outcomes
- Maintain compliance with internal policies, client requirements, and applicable legislation
What You Bring
Required Experience & Skills
- 2–5 years of experience in one or more of the following:
- Security Operations Centre (SOC)
- Security dispatch or emergency communications
- Public safety communications
- High-volume call center or control room environment
- Strong multitasking ability across multiple communication channels (phone, radio, systems)
- Excellent communication, customer service, and conflict resolution skills
- Ability to stay calm, focused, and decisive under pressure
- Strong organizational skills and attention to detail
- Intermediate to advanced Microsoft Office skills (Excel, Word, Outlook)
- Ability to work flexible shifts (days, evenings, nights, weekends, holidays)
- Post-secondary education or equivalent experience
- Minimum 5 years Canadian residency (security clearance requirement)
Nice to Have
- Experience with ISO 9001 Quality Management Systems
- Internal audit or compliance experience
- Lean Six Sigma (Green Belt or higher)
- Experience with KPI reporting, root cause analysis, and process mapping
- Familiarity with security management systems, CCTV, access control, or dispatch software
- Background in emergency communications or operations centres
Core Strengths for Success
- Strong situational awareness and decision-making
- Excellent customer service under pressure
- Clear and professional communication
- Critical thinking and problem solving
- Operational discipline and attention to compliance
- Team collaboration in a 24/7 environment
- Continuous improvement mindset
What We Offer
- Competitive hourly wage: $22.00/hour
- Medical and dental benefits (where eligible)
- Employee Assistance Program (EAP) and Family Assistance support
- Ongoing training and professional development
- Exposure to Lean Six Sigma and ISO improvement initiatives
- Opportunities for growth within a respected organization
- Meaningful work supporting safety and public service
Schedule
Shift Availability: Monday to Friday 1600-0000
This position requires flexibility to work a variety of shifts throughout the week if required.
- 8:00 a.m. – 4:00 p.m.
- 4:00 p.m. – 12:00 a.m.
- 12:00 a.m. – 8:00 a.m.
- Weekend: 12:00 p.m. – 12:00 a.m.
- Weekend: 12:00 a.m. – 12:00 p.m.
Flexibility is essential due to 24/7 operational requirements.
What Success Looks Like
In this role, success means:
- Fast, accurate response to incidents and calls
- Clear coordination between field staff and clients
- High-quality documentation and reporting
- Strong adherence to procedures and compliance standards
- Consistent professionalism in high-pressure situations
- Active contribution to operational improvements
How to Apply
Interested candidates are invited to submit a resume and cover letter highlighting relevant experience in security operations, dispatch, emergency communications, call center environments, and/or quality or continuous improvement work (Lean Six Sigma / ISO 9001).
We thank all applicants for their interest; however, only those selected for an interview will be contacted.
Commitment to Inclusion
Commissionaires Great Lakes (CGL) is fully committed to abiding by all equal opportunity employment standards. Our employment policies strictly prohibit all forms of discrimination on any of the grounds in relevant laws. All our employment practices are solely based on individual merit and our organization's needs at the time.
Accommodations are available throughout the recruitment process in accordance with applicable legislation. Applicants are encouraged to advise us of any accommodation needs at any stage.
