Response Centre Coordinator

• Protect all company assets and reduce losses.
• Coordinate shift activities and support the daily operations of the Response Centre.
• Assist with scheduling, timekeeping, and resource deployment under the direction of the Supervisor.
• Monitor system health checks and ensure completion of daily audits and tasks.
• Support investigations by reviewing case files, gathering evidence, and preparing reports.
• Provide training for new and developing Response Centre Specialists. Build necessary skills and ensure a suitable level of proficiency in team members.
• Provide training and peer coaching to Response Centre Specialists.
• Identify workflow issues and recommend improvements to the Supervisor.
• Maintain accurate records and ensure adherence to standard operating procedures.
• Review and approve Estore transactions, ensure that team members are trained and competent to review orders, and that all time and quality of service metrics are met.
• Review case file reports and ensure that all files are completed to company standard.
• Communicate operational updates and concerns to the Supervisor.
• Ensure team service levels are consistent and meet strategic loss prevention goals.
• Track/report on Loss Prevention statistics and team performance metrics.
• Represent the department in meetings or committees as directed.
• Assist Loss Prevention Management in interviewing and screening Loss Prevention applicants.
• Respond to after-hours emergencies when assigned.
• Maintain confidentiality and comply with all company policies and procedures.
• Carry out all assigned tasks or additional duties as directed by General Manager, Loss Prevention.

• Demonstrated interpersonal, conflict resolution, crisis intervention and communication skills.
• Demonstrated ability to stay calm and respond with good judgment in emergency situations.
• Demonstrated ability to work under strict confidentiality.
• The ability to be objective in any and all situations.
• Ability to delegate and follow up effectively.
• Intermediate computer skills (Windows, Microsoft Office, Outlook, PowerPoint)
• Strong critical thinking and data analysis skills
• Fosters a collaborative and inclusive team environment.
• Familiar with Video, access control, and case management systems.
• Communicates effectively in writing, presentations, and verbal formats.

• Previous experience in loss prevention, security operations, or a related field.
• Working knowledge of retail security practices and relevant criminal code sections.
• Experience in peer coaching, training, or quality control is an asset.
• Valid provincial security worker license: advanced tactical training preferred.
• First Aid and WHMIS certification required or willingness to obtain.
• Education in Criminology, Emergency Management, Criminal Justice, is an asset.
• Industry certifications (e.g., PSO, CFI, CSP) and conflict resolution training are considered assets.
• Demonstrated commitment to protecting people and property in a safe and lawful manner.

• Comprehensive medical, dental, prescription drug and vision coverage for you and your family
• Company matched RRSPs
• Employee Discount Program
• Postsecondary Entrance Scholarships for you or your children
• Community Involvement

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