Monitoring Centre Assistant Manager

**Position Summary**

We are a leader in the security surveillance and video monitoring based right here in Mississauga, ON. As an industry leader, we are setting the pace in defining best in class practices for Video Monitoring. As such we are seeking a highly motivated individual to help implement our vision, practices and that takes pride in being a consummate professional. Are you a natural leader, who can inspire their team? Do you like motivating and training your team to reach their full potential and provide outstanding service? If so, you might be a great fit for our organization.

**Duties & Responsibilities**
- Operations Management_
- Oversee the day-to-day operations of the monitoring center, its operators, supervisors and support staff
- Ensure that all work is done properly, according to company standards and in a timely manner by those directly supervised
- Provide leadership that guides team members to efficiently handle all observed incidents and follow established procedures.
- Monitor staff work for quality assurance to foster continuous process improvement and providing excellent service to all of our customers.
- Manage metrics, ensure customer satisfaction, and report on performance related to customer accounts.
- Develop and maintain effective areas of responsibility, including but not limited to: recruiting, onboarding, training, scheduling, mentoring, coaching, performance standards, recognition, and maintaining performance standards.
- Proven ability to problem solve and make quick, good decisions based on experience.
- Goal oriented and driven to “go the extra mile” and be a contributor to the success of the business.
- Maintains safe and secure work environment by following safe practices.
- Keeps customer’s security information confidential.
- Required and Preferred Skills_
- Proven track record of leadership in motivating, managing, and directing a diverse 24/7 workforce.
- Ability to develop and manage results oriented staffing and training programs.
- Ability to lead, inspire team, and engage executive management to develop and document processes and best practices to meet security monitoring needs.
- Proven ability to problem solve and make quick, good decisions based on experience.
- Must understand the team concept of business and believe in the philosophy that each part of the team is equally important and vital to ultimate organizational success
- Working knowledge of service level metrics.
- Strong knowledge of scheduling, staffing models, and performance metrics.
- Exceptional communications, interpersonal, verbal and written report writing skills.
- Track record of delivering exceptional Customer Service
- Positive can-do attitude with a strong work ethic
- Applicants must be able to pass a background check.

**Qualifications**
- Completion of a Post-Secondary Degree or equivalent work experience
- Several years of experience in a management capacity in the security or other related industry

**Core Competencies**
- Good working knowledge of MS office software
- Self motivated and committed to constant learning
- Ability to analyze, define and resolve problems in a timely manner
- Good oral and written communication skills to support and train staff on technical matters, document policies and procedures, liaise with clients etc.
- Excellent management skills to provide direction, guidance and performance feedback to reporting staff
- Excellent customer service orientation
- Strong organizational skills to set priorities and meet tight deadlines and competing demands
- Ability to maintain confidentiality
- Excellent computer skills and knowledge of video monitoring software
- Highly detail oriented to ensure that all work performed by staff is of the highest quality and meets all internal and external policy and procedural requirements

**Working Conditions**
- Office environment
- Flexibility in work schedule