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Call Center Lead

3 months ago

Mississauga, Ontario, Canada Stealth Monitoring Full time
Position Summary

Stealth Monitoring offers exciting in-office positions allowing us to provide exceptional remote services to our customers. Our Call Center Lead's are a part of our supervisor team at the heart of our business.

They are passionate about the work we are doing and require nothing less than perfection from themselves and their team.

Our reputation depends on it.

Our Call Center Lead's are tasked with the management of our Detection Specialists and support of our Supervisors during their shift as it pertains to the Monitoring Centre and any peripherals at clients' sites.

Duties & Responsibilities

  • Review and assess potential security events identified by a Detection Specialist.
  • Responsible for understanding client specific requirements.
  • Responsible for contacting appropriate authorities with urgency.
  • Maintain accurate incident records.
  • Effectively communicate with all stakeholders.
  • Additional Duties & Responsibilities for DSIII
  • Communicate with internal and external stakeholders, including law enforcement, as needed.
  • Coach and mentor DS I and DS II.
  • Special projects as assigned (audits, process documentation, research, etc.).

Qualifications:

  • High school diploma.
  • Previous experience and success as a Detection Specialist preferred.
  • Knowledge of all verticals and system software within assigned division.
  • Computer literate and excellent knowledge of video monitoring software.
Competencies

  • Composure
  • Can handle stress, does not get knocked off balance by the unexpected


 Timely Decision Making
  • Able to make quick decisions under tight deadlines and pressure


 Decision Quality
  • Most decisions are correct and accurate using a mixture of analysis, wisdom, judgement, and experience
Working Conditions

  • Office environment
  • Flexible work schedule

Physical Requirements:

  • Must always remain alert during working hours
  • Ability to sit for long periods of time
The hourly rate range for this position is $20-$24 depending on experience.