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Allied Universal

Control Centre Supervisor - Incident Reporting

Mississauga, ON, Canada

Pay: Pay Rate: $29.00 to $31.00 per hour
Job type: Full-time
Apply by: Oct 25, 2026
Posting language: English
Posted: Sep 25, 2026

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Original job description

Overview

Company Overview:

We are North America's leading security and facility services provider with approximately 300,000 service personnel. At Allied Universal(R), we pride ourselves on fostering a promote from within culture. There are countless examples of individuals who began their career as Security Professionals and today hold positions on our senior leadership team. We offer medical, dental and vision coverage, life insurance, employee assistance programs, company discounts, perks and more for most full-time positions!

Start your phenomenal career with Allied Universal today!

Job Description

Allied Universal is seeking Control Centre Supervisor - Incident Reporting in Mississauga, Ontario.

Job Title: Security Site Supervisor - Incident Reporting Centre

Location: Mississauga, ON

Type: Full Time

Schedule: 1100-2300 Saturday's and Sunday's and 1000-1800 Monday to Wednesday (flexibility required/subject to change)

Pay Rate: $29.00 to $31.00 per hour

Overview:

Allied Universal is seeking an Control Centre Supervisor - Incident Reporting to support our client, a leading financial institution. The IRC Supervisor provides leadership, operational oversight, and hands-on support within the Incident Response Centre. This role supervises a full team of IRC Operators, manages staffing schedules (including book-offs and vacation planning), and ensures consistent delivery of high-quality service. In addition to supervisory responsibilities, the IRC Supervisor performs regular IRC Operator duties as required, maintaining full operational readiness.

Perks:

Paid training and continuous professional development.
Opportunities for career growth and advancement within a global organization.
Benefits
Supportive, inclusive, and bilingual work environment.

Responsibilities:

Supervise a full team of IRC Operators, ensuring consistent performance, professionalism, and adherence to protocols.
Create and manage schedules, including coverage for book-offs, vacations, and unexpected absences.
Provide coaching, mentoring, and performance feedback to operators.
Support onboarding and training of new operators.
Intake, triage and escalate incoming calls and e-mails from our Client, Law Enforcement, and Vendors
Operate various computerized communication consoles and associated equipment to receive, asses, and report information
Dispatch appropriate personnel, inclusive of Security Professionals, Law Enforcement, and Vendors based on event type
Categorize and prioritize numerous types of calls and e-mails
Provide, in accordance with protocol, alarm monitoring via access control and/or automatic video display for intrusion, robbery or duress
Providing access control with automatic video display with voice communications
Deal with issues and incidents that are potentially sensitive, confidential or may put persons at risk
Perform active monitoring of various security systems, including video and access control systems
Collect information and data, create and provide reports, maintain effective communications with a wide variety of stakeholders
Apply the appropriate professionalism, maturity, and tact to manage the incident
Perform data entry in a timely, accurate and inclusive manner
Escalate incidents to the Supervisor immediately when unable to manage the situation at his/her level
Support incidents as documented or directed to do so by the Supervisor, or other authorized persons
In urgent matters, life safety incidents, etc., action in a timely manner to ensure the appropriate triage is applied and the appropriate steps are taken
Adhere to and always promotes Allied Universal policies and procedures
Participating in departmental meetings as required
Communicates concerns, process improvement ideas or other opportunities for improvement
Performs other duties as required.

Requirements:

Relevant University and/or College Diploma
Minimum two or more of work-related experience, preferably in the Security or Protective Services industry
Call Centre/Dispatch Centre/Emergency Response Centre experience required
Proficiency in MS
Knowledge of CCTV systems, access control systems, monitoring of alarms, biometric security systems and additional devices and sensors related to security
Experience in critical environments where decision making and actions can impact life-safety and business continuity
Well-developed analytical, mathematical, interpersonal, listening and communication (verbal and written) skills
The ability to solve problems by active listening
Must be 18 years of age or older.

What Makes You PHENOMENAL For This Role:

Passionate to work in a fast-paced environment
Work effectively with employee groups and build partnerships
Strong administrative and multitasking skills
Knowledge of Microsoft Communicator, Incident Management Software and Office SharePoint and InfoPath
Prior corporate security, military or civilian law enforcement experience
Experience with network /telecommunications technology

Disclaimer:

As part of our standard hiring process, all candidates being considered for employment with Allied Universal are required to undergo a background check, which may include, but is not limited to: criminal history, employment verification, education verification, and professional references.

Closing

Allied Universal® is an inclusive and equitable employer, encouraging applications from qualified women and men including persons with disabilities, members of visible minorities, and Aboriginal persons.

Requisition ID

2026-1690338

Apply About employer

More about this job

Responsibilities

Supervise and support Incident Response Centre operators, including scheduling, coaching, onboarding, and ensuring consistent adherence to protocols. Triage and escalate calls and emails, monitor security systems, dispatch appropriate responders, maintain accurate records and reports, and respond promptly to urgent incidents.

Requirements

Requires a relevant university or college diploma and at least two years of related experience, preferably in security or protective services, with call centre, dispatch centre, or emergency response centre experience. Candidates should have knowledge of security monitoring systems and strong analytical, communication, listening, interpersonal, administrative, and multitasking skills.

Skills

Team Supervision
Incident Triage
Emergency Dispatch
Incident Reporting
Staff Scheduling
Coaching And Mentoring
Alarm Monitoring
CCTV Monitoring
Access Control
Incident Management
Data Entry
Report Writing
Stakeholder Communication
Problem Solving
Multitasking
Microsoft Office

Benefits

Medical Insurance
Dental Insurance
Vision Coverage
Life Insurance
Employee Assistance Programs
Company Discounts
Paid Training
Professional Development
Career Growth Opportunities

Visa sponsorship

Not detected in the job text

Keywords

Incident Response Centre
Incident Reporting
Security Operations
Team Supervision
Staff Scheduling
Call Centre
Dispatch Centre
Emergency Response Centre
Incident Triage
Emergency Dispatch
Alarm Monitoring
CCTV Systems
Access Control Systems
Biometric Security Systems
Video Monitoring
Security Systems
Incident Management Software
Microsoft Office
Microsoft Communicator
SharePoint
InfoPath
Data Entry
Report Writing
Life Safety
Business Continuity
Law Enforcement
Protective Services
Stakeholder Communication

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