Duty Operator (Weekends) - Oakville

INTRODUCTION: Duty Operator – Security Operations Centre (SOC) Department: Security Operations Centre (SOC) Job Type: Part- Time (Weekends) 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: Saturday - Sunday 1200 - 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.

The Duty Operator monitors security systems, CCTV, and access control while coordinating communications between clients, field staff, and emergency services. They are responsible for documenting incidents, managing shift coverage, and supporting operational performance through KPI tracking and process improvement initiatives.

Candidates must have 2–5 years of experience in security operations, dispatch, or emergency communications and possess strong multitasking and communication skills. A minimum of 5 years of Canadian residency is required to meet security clearance standards.

• Medical benefits • Dental benefits • Employee Assistance Program • Family Assistance support • Ongoing training • Professional development

• Customer servicePreferred
• CommunicationPreferred
• Microsoft OfficePreferred

Identified from the job description. Confirm important requirements above.

• Security operations
• Dispatch
• Emergency communications
• Multitasking
• Conflict resolution
• Customer service
• Situational awareness
• Decision-making
• Incident management
• CCTV monitoring
• Access control
• Microsoft Office
• Root cause analysis
• KPI reporting
• Process improvement
• Communication
• Emergency Response
• Physical Security Operations
• Operational Performance Management
• Decisiveness
• Composure
• Communication Channels
• Security Solutions
• Professionalism
• Accountability
• Organizational Skills
• Process Mapping
• Digital Channels
• Emergency Communications
• Microsoft Excel
• Quality Management Systems
• Access Controls
• Alarm Devices
• Auditing
• ISO 9000 Series
• Call Center Experience
• Corrective And Preventive Action (CAPA)
• Decision Making
• Customer Service
• Conflict Resolution
• Continuous Improvement Process
• Critical Thinking
• Employee Assistance Programs
• Incident Management
• Internal Auditing
• Problem Solving
• Key Performance Indicators (KPIs)
• Law Enforcement
• Lean Six Sigma
• Legislation

• Security & Safety
• Customer Service & Support
• Logistics
• Government & Public Sector
• Administrative
• Duty Officer
• Operating Engineer / Heavy Equipment Operator
• Earthmoving and Related Plant Operators
• Operating Engineers and Other Construction Equipment Operators

Minimum education

Master’s degree

Minimum experience

2+ years

Posting language

English

Working hours

24 hours per week