Regional Control Centre Operator

at  GardaWorld

The Regional Control Centre (RCC) Operator plays a crucial role in ensuring the smooth and efficient operations of the security team. Reporting to the Duty Manager (RCC), the operator performs various tasks, including data reconciliation, emergency operations support, regional communications control, KPI tracking/reporting, and providing operational support to front-line management.

Key Responsibilities:

• Daily data reconciliation between Garda systems and CATSA systems.
• Produce reports on variances for local review, taking necessary actions and corrections to resolve any inconsistencies.
• Notify management immediately about critical issues to ensure business continuity and compliance with emergency protocols
• Operate as the Emergency Operations Centre (EOC) as needed, facilitating communications and information flow from senior management to frontline management.
• Ensure timely dissemination of information from clients and stakeholders.
• Monitor and report breach incidents or performance events as requested.
• Monitor CATSA BPSS to assist operations and ensure compliance.
• Develop a daily operational planner, citing passenger loads and potential arrival patterns to support efficient operations.
• Provide frontline managers with real-time attendance-related information and assist with back-filling vacant shifts as requested
• Manage the database for Class 2/3 attendance-related information for tracking, trending, and follow-up by local base management.
• Develop and post the Daily Management Briefing (DMB) to g-Sked, providing procedural reminders, recognition of Screening Officer performance, and updates to the regional contact/communication list.
• Providing frontline management with daily passenger loads, lists of restricted certifications, workplace accommodations, upcoming or past due RAIC and medical expiries, and screening officers with duty restrictions.
• Oversee the day-to-day operations of a CCTV system, including monitoring video footage, taking corrective actions, and providing support in high-risk situations.
• Responsibilities also include efficient camera operation, compliance with procedures and legislation, reporting suspicious behavior to authorities, and maintaining clear and accurate records.

Education & Skills

• A minimum of secondary education or related field or equivalent work experience
• A minimum of 1-3 years of experience working in the aviation industry, or similar service
• Preference will be given to individuals with experience in the aviation industry.
• Strong oral and written skills

Competencies

• Interpersonal Skills:Regularly communicate with both employees and possibly clients are imperative. Strong interpersonal skill, including likability, positivity, fairness, and composure under pressure, are crucial for establishing trust, positive work relationships, and an outstanding service reputation.
• Best Practices - Ensure adherence to organizational goals by maintaining and implementing departmental policies and procedures. Monitor compliance with rules/regulations and be ready to assist with operational tasks when needed.
• Ability to Follow Directions - Liaise with upper management, contribute to daily workforce plans, implement, and oversee operational plans, and provide constructive feedback to operational management. Demonstrate strong listening skills and understanding.
• Workforce Planning - Monitor performance and implement improvements. Provide technical support where necessary.

Working Conditions

• Most of the time is spent at the front line of the business (indoors) but may, on occasion, work outside, with frequent opportunities to move about.
• Physical requirements include but are not limited to - standing, lifting, bending, stooping, and kneeling.
• Analyzing information and evaluating results to choose the best solution and solve problems.
• Are exposed to sounds and noise levels that are distracting or uncomfortable daily.
• Work near others. They often share the same workspace and work with other incumbents holding the same position.
• Work schedule is defined but can be altered frequently, resulting in schedule changes.
• Overtime may be required, dependent on operational requirements.

• Daily data reconciliation between Garda systems and CATSA systems.
• Produce reports on variances for local review, taking necessary actions and corrections to resolve any inconsistencies.
• Notify management immediately about critical issues to ensure business continuity and compliance with emergency protocols
• Operate as the Emergency Operations Centre (EOC) as needed, facilitating communications and information flow from senior management to frontline management.
• Ensure timely dissemination of information from clients and stakeholders.
• Monitor and report breach incidents or performance events as requested.
• Monitor CATSA BPSS to assist operations and ensure compliance.
• Develop a daily operational planner, citing passenger loads and potential arrival patterns to support efficient operations.
• Provide frontline managers with real-time attendance-related information and assist with back-filling vacant shifts as requested
• Manage the database for Class 2/3 attendance-related information for tracking, trending, and follow-up by local base management.
• Develop and post the Daily Management Briefing (DMB) to g-Sked, providing procedural reminders, recognition of Screening Officer performance, and updates to the regional contact/communication list.
• Providing frontline management with daily passenger loads, lists of restricted certifications, workplace accommodations, upcoming or past due RAIC and medical expiries, and screening officers with duty restrictions.
• Oversee the day-to-day operations of a CCTV system, including monitoring video footage, taking corrective actions, and providing support in high-risk situations.
• Responsibilities also include efficient camera operation, compliance with procedures and legislation, reporting suspicious behavior to authorities, and maintaining clear and accurate records