Monitoring Operations Manager

1 week ago


Mississauga, Ontario, Canada Stealth Monitoring Full time

Duties & Responsibilities

  • Solely responsible for RC/MC overall performance
  • Attain proficiency in video management software (e.g., Detexi, Sureview-Immix, Avigilon, StealthVision, etc.) utilized to monitor client sites
  • Attain proficiency in video management software (e.g., Detexi, Sureview-Immix, Avigilon, StealthVision, etc.) and entry management software (RC Portal, 3CX, etc.) software to attend to clients
  • Interacts with internal stakeholders for any issues regarding the Monitoring Center/Remote Concierge
  • Tracks performance, drives results and ensures accountabilities are delivered in a timely manner
  • Accountable for strategy and roadmap of their respective department, clears roadblocks as needed
  • Owns the capacity and demand review and communicates with Talent Acquisition for any hiring needs
  • Final review and approval for Go Live accounts
  • Provides coaching and leadership to Supervisors
  • Know and adhere to all current company policies, procedures and protocols and any others which the company may introduce or revise from time to time
  • Perform other duties as assigned

Core Competencies

  • Good leadership skills
  • Good oral and written communication skills to support and train staff on technical matters, document policies and procedures, liaise with clients, etc.
  • Always remain alert during your hours of employment
  • Excellent team orientation
  • Ability to be flexible in assuming assigned shifts
  • Selfmotivated and committed to constant learning
  • Excellent customer service orientation
  • Ability to maintain confidentiality
  • Computer literate and excellent knowledge of video monitoring software used
  • Highly detailoriented to ensure that all work performed is of the highest quality and meets all internal and external policy and procedural requirements

Qualifications

  • Completion of a postsecondary degree in a related field or comparable work experience
  • Previous experience (35 years) in managing teams in a customer service or related role, involving considerable judgment and detail orientation

Working Conditions

  • Office environment
  • In person
  • Outputdriven; willing to be flexible in work schedule as required


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