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Surveillance Operations Team Lead

2 months ago

San Antonio, Texas, United States Pro-vigil Full time
Job Title: Surveillance Operations Team Lead

Job Summary:

We are seeking a highly skilled and experienced Surveillance Operations Team Lead to join our team at Pro-Vigil. As a key member of our operations team, you will be responsible for leading, coaching, and training surveillance operations employees to provide industry-leading support and an enhanced customer experience.

Key Responsibilities:

  • Lead, coach, and train surveillance operations staff to provide exceptional customer service and support.
  • Monitor service level performance and queue management, deploying mitigation strategies to ensure optimal service delivery.
  • Drive goals and metrics for performance and quality assurance.
  • Monitor employee performance and productivity, providing constructive feedback and coaching.
  • Manage workload, ready to assist the team with escalations as needed to meet SLAs.
  • Resolve customer complaints and problems.
  • Plan and conduct training for new employees, including Performance Improvement Plans (PIP).
  • Reinforce new hire training and train the team on new processes or procedures.
  • Ensure team members understand their duties, responsibilities, and delegated tasks.
  • Perform random quality audits to ensure dispatchers are in compliance with required standards.
  • Manage team schedules, including breaks and lunches, to ensure coverage.
  • Ensure employee adherence to company policies and procedures, recommending disciplinary action as needed.
  • Perform dispatcher duties as needed to meet SLAs.

Requirements:

  • 2-3 years of prior experience working in a comparable role in a similar industry.
  • High school diploma required; AA/AS/BA preferred.
  • Ability to use personal computer and software such as Google suite, Microsoft (Excel, Word, Outlook, etc.).
  • Ability to obtain and maintain a Texas Department of Safety Alarm Monitoring License.

Physical Demands:

This position requires frequent standing, walking, sitting, and manual manipulation. Ability to lift, carry, and grasp objects is also required.

Work Environment:

This is a full-time position with hours beyond normal business hours required to fulfill duties. The capacity to support random shifts to accommodate all employees in a 24x7 environment is required.

What We Offer:

Pro-Vigil offers a competitive salary and benefits package, as well as opportunities for professional growth and development.

How to Apply:

If you are a motivated and experienced professional looking for a challenging and rewarding role, please submit your application, including your resume and cover letter, to [insert contact information].