BC Hydro Security Command Centre Supervisor / Manager

The BC Hydro Security Command Centre ensures a 24/7 communication link between BC Hydro Field staff, management, on-call personnel, and various BC Hydro Subcontractors. The BC Hydro Command Centre provides a centralized point of contact for any security incident that occurs on or in relation to a BC Hydro facility or property. Experience in the security industry as an officer, mobile patroller, and/or call / dispatch center or alarm and video monitoring Operator experience would be a key attribute in understanding the responsibilities of this position. Supervisor or Management experience is a MUST for this position. A suitable candidate would also have a high level of computing skills as this position is computer-based.

The BC Hydro Security Command Centre (SCC) Supervisor must have the ability to direct, communicate, and instruct Operators in the SCC as necessary, as well as coordinate with BC Hydro Security Operations to ensure the expectations of the client are being exceeded. This position requires excellent time management, multitasking, delegation, and organizational skills to ensure that the SCC, BC Hydro Contract Management team, and BC Hydro Security Operations timelines are met. Reporting to the Technology Manager, the SCC Supervisor is responsible for ensuring the SCC is fully staffed, creating a team like work environment, and that the SCC is operating at a “best in class” level 24/7.

Work Location:

• Burnaby, BC
• This role is based on-site at a client facility. Work-from-home is not available for this position.
• Candidates must be willing and able to travel across the province.

Work Hours:

• Monday to Friday, 8 hrs. shifts.
• Scheduled within the 0600 to 1600 hrs. operational window.

Key Responsibilities

• Develop and implement SOPs for SCC operations
• Act as the primary liaison with BC Hydro Corporate Security
• Oversee operator performance management and documentation
• Participate in weekly client and stakeholder meetings
• Ensure compliance with NERC CIP regulations
• Lead recruitment, onboarding, and training of SCC staff
• Coordinate with scheduling to ensure full coverage and KPI adherence
• Maintain and update weekly work plans
• Support operations during high-volume or emergency events
• Manage communications, escalations, and reporting to stakeholders
• Drive continuous improvement initiatives within SCC operations

Core Accountabilities

• Ensure overall SCC performance meets and exceeds contractual expectations
• Maintain 24/7 staffing with contingency coverage
• Lead, coach, and manage a high-performing team of Operators
• Standardize training, evaluations, and annual reviews
• Track and manage training and certification requirements
• Ensure full compliance with NERC CIP standards
• Develop and execute work plans and operational improvements
• Support succession planning across SCC roles

Knowledge, Skills, and Abilities:

• Minimum 18 months’ experience in a Control/Security Command Centre or Call Centre environment, including security systems (CCTV, access control, intrusion)
• Experience with security platforms (e.g., Lenel, GE, DSC, Keyscan) and integrated systems monitoring
• Familiarity with ACD systems, IP telephony, and alarm/monitoring tools
• Working knowledge of fire alarm and building systems (e.g., Edwards, Honeywell)
• Experience with photo ID systems and HID card technologies
• Strong leadership, organizational, and administrative skills
• Ability to multitask, prioritize, and maintain situational awareness in fast-paced environments
• Proven ability to generate accurate reports in a timely manner
• Excellent communication, customer service, and professionalism
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Post-secondary education in a related field is an asset
• Security certifications (e.g., Lenel, DSC, Honeywell) or PSP designation preferred