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Security Video Monitoring Team Lead

2 weeks ago

Mississauga, Canada Stealth Monitoring Full time

**Position Summary**

Our Monitoring Centre Team Leads 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 Monitoring Centre Team Leads are tasked with the management of our operators and support of our Supervisors during their shift as it pertains to the Monitoring Centre and any peripherals at clients’ sites.

**Duties & Responsibilities**
- Site Management/Duties_
- Attain proficiency in the Detexi Video Management Software utilized to monitor client sites
- Conduct video guard tours and immediate response to Detexi alarms, only when required to support operators
- Coordinate responses to identified security events on a client’s site and contacting the appropriate emergency service(s) to respond to a verified security event as needed
- Informing the correct parties when PTZ Home Position re-aims are necessary.
- Ensure that computers and monitors are in complete functionality, preparing station with daily monitoring updates and ensure all DETEXI stations (Alarms and Surfing) are operational
- Maintain an up-to-date knowledge of, and adhere to, site protocols
- Check to ensure all systems are online, keeping account any malfunctions and notify the Monitoring Centre Manager of all issues
- Maintain accurate records of all incidents on a site and prepare incident reports for any security events
- Provide written and/or electronic information and updates for relieving personnel or subsequent shift(s)
- 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
- Attend court to testify when required
- People Management_
- Provide direction, training, guidance and support to all operators
- Work towards developing best business practices for the Monitoring Center
- Help engaged Team Members break plateaus
- Use Performance Management Strategies to positively reinforce and empower unengaged Team Members
- Ad-Hoc Work_
- Perform other duties as assigned

**Qualifications**
- Completion of a post-secondary degree in a related field or comparable work experience
- Experience working with Video Monitoring Software
- Previous experience in a customer service or related role, involving considerable judgement and detail orientation.

**Core Competencies**
- Good oral and written communication skills
- Remain alert at all times during your hours of employment
- Retain the ability to sit for long periods of time while carrying out monitoring function
- Ability to respond quickly and decisively to potential security situations
- Ability to be flexible in assuming assigned shifts
- Self-motivated and committed to constant learning
- Excellent customer service orientation
- Ability to maintain confidentiality
- Computer literate and excellent knowledge of video monitoring software used
- Highly detail oriented to ensure that all work performed is of the highest quality and meets all internal and external policy and procedural requirements.

**Working Conditions**
- Office environment
- Must be able to work 12 hour shifts; flexibility in schedule is required