Video Analyst Iii

**Position Summary**

As our Video Analyst III, you must have an eye for detail and a passion for customer service. You will be the first point of contact when dealing with investigations and communicating with easy amongst key customers, while informing internal staff of issues that arise.

**Duties & Responsibilities**
- Ability to run a shift
- Outlines their team’s activities for the day - game plan and incident-type assignments
- Ability to manage the overall queue
- Partners with Supervisor and Manager in coaching and performance improvement activities
- Ability to cascade process updates and facilitates their execution
- Responsible for tracking productivity compliance of his/her assigned team
- Communicates with international leadership to ensure special requests are delivered
- Helps in processing and buddy-checking incidents when volume goes beyond the current staffing capacity
- Monitors and drives attendance within his/her current shift
- Performs regular queue sweeps to identify incidents that have higher priority, have been skipped, are overdue, and have a technical issue
- Ensure all work is completed according to company standards in a timely manner while multitasking efficiently
- Responsible for all reports sent to our clients. Reports must be sent out with integrity and good judgment
- Organize and set priorities to meet tight deadlines and competing demands
- Input events gathering all details that pertain to incidents, client and police requests
- Follow all protocols and procedures of the Video Analyst team
- Tracking new log in credentials for client servers
- Tracking of hard drive requests
- Assist w/ archiving footage
- Transfer of archives to analysts
- Buddy check subordinates work
- Assist w/ training new hires
- Process special and/or assigned tasks

**Job Requirements**
- Ability to maintain the highest level of confidentiality
- Is familiar with working the third shift as this department is 24/7
- Amenable to working in the office as this is a work-on-site setup in select locations
- Detail oriented to ensure that all work performed is of the highest quality and meets all internal and external policy and procedural requirements.
- Ability to work closely with others
- Computer literate and excellent knowledge of video software
- Ability to follow written and oral instructions
- Adequate spelling and grammatical skills
- Ability to learn new software and procedures quickly
- Ability to compose detailed incident reports
- Ability to manage time and multitask in a fast-paced environment
- Self-motivated
- Must be able to pass a background check

**Qualifications**
- High school diploma or equivalent required.
- Previous experience in a customer service or related role preferred
- Proficiency in Microsoft Outlook required
- Video editing experience preferred

Caliber Communications does not unlawfully discriminate on the basis of race, color, creed, religion, gender (including pregnancy or related medical conditions), national origin, ancestry, age, physical or mental disability, marital status, sexual orientation, gender identity or gender expression, or any other consideration made unlawful by federal, state, provincial, or local laws.