Operations Coordinator - Call center/Scheduling/RosteringWilson Security is one of the largest providers of integrated security services in Australia and New Zealand.
From security officers and mobile patrols to alarm response, concierge and armed guarding, we deliver solutions across a wide range of sectors, supported by an experienced management team and a national infrastructure operating 24 hours a day.Our purpose is to build a safer future for everyone, underpinned by our values of Care, Innovation, Accountability and Integrity.About the RoleWilson Security has multiple positions available for full time Operations Coordinators - Guarding Services at our National Operations Centre, to join our team at Essendon Fields.
Reporting to the Operations Centre Team Leader, you will work within Guarding Services, working across our 24/7 roster.This role sits within our Guarding Services operation.
On any given shift you may be coordinating after-hours and urgent rostering to cover static guarding sites, sourcing replacements and closing coverage gaps, handling escalated incidents, and managing inbound calls and email across a high volume of client sites.
You will be the point of contact between our field staff, internal stakeholders, supply partners and our clients across all Australian states and territories.It suits someone who picks things up quickly, is comfortable moving between different systems and priorities, and can hold a professional standard under pressure.Key ResponsibilitiesAfter-hours and urgent rostering coordination of static guarding services across Wilson Security's national client base, including sourcing replacements and closing coverage gapsManaging real-time exceptions including attendance delays, client escalations, and officer welfare concernsEscalating operational incidents and completing accurate incident and activity reportsCommunicating professionally with clients, field staff,



stakeholders and supply partnersAnswering inbound calls and managing email correspondenceAccurate data entry and record keeping across Wilson Security's operational systemsOperating in accordance with established SOPs and client service level requirements to ensure consistent and compliant service deliveryRoster5 shifts one week, 2 shifts the next, with every second weekend off6-week rotating cycle: 4 weeks of night shifts followed by 2 weeks of day shiftsRosters are issued in advance, so you will know your pattern well ahead of timeYou will be trained across our operating systems and the full range of Guarding Services coordination work.
Two thirds of this cycle is night work, so please only apply if you can genuinely commit to a sustained night rotation on an ongoing basis.Skills and QualificationsExperience in a dispatch, rostering, call centre or high-volume operations centre environment is highly desirableDemonstrated ability to manage multiple systems simultaneously under pressureStrong verbal communication skills with a qualified, client-focused manner, including conflict resolutionStrong written communication skills, including incident and activity report writingSound computer literacyCalm, organised and decisive when handling competing priorities in a fast-paced environmentAbility to problem-solve independently and think quickly when situations escalatedGenuine availability and commitment to a rotating 24/7 roster on set shift patternsRemuneration and ConditionsRemuneration in accordance with the Clerks-Private Sector Award **** at Level 35 weeks annual leaveFree onsite parking at Essendon FieldsAccess to the Essendon Fields staff discount program via your EF employee IDAccess to our Employee Assistance Program (EAP)Comprehensive training and development, employee benefits including a Wellbeing Hub and health insurance discountsWilson Security is committed to building a workforce that reflects the diversity of the communities we protect, with a focus on supporting Aboriginal and Torres Strait Islander peoples.
Wilson Security Pty Ltd is an Equal Opportunity Employer.
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📌 Operations Coordinator - Call Center/Scheduling/Rostering (Melbourne)
🏢 Wilson Group
📍 Melbourne