Team Lead

iGuard360° is a comprehensive security company established to meet the demand for a dependable and innovative security provider. We deliver long-term security solutions for both condominium and corporate clients. Our primary focus is to ensure client and employee satisfaction. Our commitment to these values has earned us recognition and contributed to a high employee retention rate, lower than the industry average.

As a _**Global Security Operations Command Centre Team Lead (GSOCCTL)**_, you will report to the Regional Director - GTA and be responsible for leading a team of Monitoring Agents, ensuring that all security operations are carried out effectively during the shift. This role involves overseeing tasks such as video surveillance, alarm response, resource dispatch, and incident management to maintain a high standard of service for iGuard360°’s clients and employees.
- **Key Responsibilities**:_
- **Team Leadership**: Lead a team of GSOCC Monitoring Agents and Shift Leads, providing guidance, coaching, and ongoing training.
- **Role Model**:Demonstrate exemplary monitoring skills and ensure incident reports prepared by the team meet all necessary standards with detail.
- **Task Management**: Assign duties to Video Surveillance Agents based on current activity and staffing levels, ensuring optimal team performance.
- **Resource Dispatch Oversight**:Manage the dispatch process and address staffing emergencies, escalating issues effectively when required.
- **Contract and Procedure Awareness**: Maintain knowledge of updated contracts, Statements of Work (SOWs), and Service Level Agreements (SLAs), and ensure the team is informed of any changes.
- **Documentation**: Prepare and review Standard Operating Procedures (SOPs) and other procedural documents with the team, updating them as necessary.
- **Escalation**:Properly escalate customer complaints & issues to senior management and follow up to ensure resolution.
- **Emergency Response**:In case of emergencies, coordinate the dispatch of on-site security personnel, mobile patrol units, or emergency services (police, fire, ambulance), and communicate with relevant contacts (owners, property managers, emergency contacts).
- **System Health Checks**:Regularly inspect monitoring software and hardware to ensure proper functionality and report any issues to management.
- **Site Reviews**:Collaborate with the Field Operations team to visit and assess each monitoring location, identifying security concerns and prioritizing camera coverage.
- **Documentation and Reporting**: Ensure all activities, logs, and reports are accurately recorded throughout the shift.
- **Communication**:Maintain effective communication with clients and internal departments.
- **Qualifications**:_
- **Integrity**: Demonstrate a high level of personal integrity.
- **Multi-Tasking and Prioritization**: Ability to manage multiple tasks and prioritize effectively, especially in emergency situations.
- **Problem-Solving**: Strong skills in conflict resolution and problem-solving.
- **Situational Awareness**: Keen sense of situational awareness and proficiency in interpreting body language.
- **Communication Skills**:Excellent communication and customer service skills, with experience in handling difficult situations.
- **Technical Proficiency**:Proficient in English (written and spoken) and possess excellent computer skills, including experience with video monitoring systems, alarm systems, and reporting platforms.
- **Criminal Record**:Must have a clean criminal record.
- **Education and Experience**:_
- High School Diploma or College Diploma required. Post-secondary education in Criminology or a related field is an asset.

**Experience**:

- Minimum 3 years of experience in video surveillance and/or loss prevention.
- At least 1 year of experience in a team leader or shift supervisor role.

If you are passionate about security and dedicated to delivering exceptional service, we invite you to join our team at iGuard360°.

**Job Types**: Full-time, Part-time, Permanent

Pay: $25.00 per hour

**Benefits**:

- Dental care
- Extended health care
- Life insurance

Schedule:

- 12 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Night shift
- Weekends as needed

Application question(s):

- What is your means of travel to get to work and home?
- Are you willing and able to travel and work in Hamilton, ON?

**Experience**:

- Video Surveillance: 3 years (required)
- Security: 3 years (required)
- Loss prevention: 3 years (required)
- Supervising: 1 year (required)

Licence/Certification:

- Security Guard Licence (required)

Work Location: In person