Location: Downtown Toronto (Queen and Spadina) and Mississauga
Schedule: 4 Week Rotating Schedule, 1 Weekend Off Per Month
Position Type: Full Time (40 Hours), Permanent
We provide exceptional support to our retail clients by Live Monitoring their high-risk stores, ensuring a safe and secure environment for both customers and staff. We are seeking a dedicated and professional GSOC Supervisor to join our team in Downtown Toronto and Mississauga.
Job Description:
As a GSOC Supervisor, you will play a key role in ensuring the safety and security of high-risk stores while supporting and leading a team of operators. Your responsibilities will include providing real-time support to store teams during critical incidents such as theft, threats, and physical violence, maintaining regular communication with store personnel, monitoring activities through live CCTV feeds, coordinating with and dispatching law enforcement when required, reviewing and documenting incidents, and escalating incidents through the appropriate channels when required.
You will also provide operational guidance to operators, support team development, assist with scheduling, and help ensure operational standards and procedures are consistently followed. Your ability to remain calm under pressure, communicate effectively, and handle unexpected situations will be essential to success in this role.
This role requires the ability to travel between our downtown Toronto office and the Mississauga Distribution Centre.
Key Responsibilities:
- Provide support to a team of 9 operators located in both the downtown Toronto and the Mississauga offices.
- Continuously monitor store activities through live CCTV feeds to detect and respond to incidents promptly.
- Provide real-time support to store teams during critical incidents, including theft, threats, and physical violence.
- Provide shift coverage as needed, stepping in for operators when required.
- Maintain regular communication with store teams and management, ensuring clear and professional direction during incidents.
- Review incidents captured on CCTV and accurately document and archive them within the case management platform.
- Conduct monthly performance evaluations and support operator development opportunities.
- Partner with leadership to identify process improvements, training needs, and operational efficiencies.
- Adjust staffing schedules as needed to maintain operational coverage.
- Ensure incident documentation and response activities align with established SOPs.
Qualifications:
- Minimum 3 years of experience in CCTV monitoring, retail loss prevention and investigations, or a related field.
- Minimum 2 years of experience in a supervisory, or leadership role.
- Strong verbal and written communication skills in English, with the ability to convey information clearly and effectively.
- Postsecondary education in Criminal Justice, Police Foundations, Security Management, Business, or a related field is considered an asset.
- Flexibility to travel between Downtown Toronto and Mississauga.
- Extensive experience in retail theft, organized retail crime, and retail loss prevention strategies.
- Strong knowledge and hands-on experience with CCTV systems, and case management software.
- Strong computer skills, including proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
- Demonstrated leadership and team management skills, with the ability to manage and mentor a diverse team.
- Strong problem-solving and decision-making abilities in high-pressure situations.
Additional Requirements:
- This position operates on a 4-week rotating schedule. Shifts are primarily scheduled during late afternoon and evening hours, with one weekend off per month.
- Training and support will be provided to ensure the successful candidate is well-equipped to handle the responsibilities of the role.
Job Type: Full-time
Pay: $29.00-$30.00 per hour
Benefits:
Application question(s):
- Will you be able to reliably commute or relocate to Downtown Toronto and Mississauga for this role?
- Share your educational background and experience that makes you a strong fit for this role.
Experience:
- CCTV: 3 years (required)
- Retail Loss Prevention/ORC: 3 years (required)
- Team management/Leadership: 2 years (required)
Work Location: In person
