Responsible for coordinating, directing and where necessary implementing the Company’s Security and Operational Risk Policy as it pertains to Electronic Security.

JOB SUMMARY

The Monitoring Lead will be responsible for coordinating, directing and where necessary implementing the Company’s Security and Operational Risk Policy as it pertains to Electronic Security that is Alarm System Monitoring, C.C.T.V Monitoring, Access Control Monitoring and Administration.  The incumbent will also provide leadership support in the delivery of the Company’s Security product portfolios.

MAIN RESPONSIBILITIES

• Interprets and delivers on the organization’s objectives as they relate to electronic security (in particular, Alarm Centre Operations) and any others as may be required by the business.
• Manage all ‘sensitive’ matters involving Alarm Centre Operations.
• Ensure that Monitoring Professionals execute their responsibilities in accordance with departmental policies and procedures.
• Lead, motivate and supervise Alarm Centre personnel.
• Advise Senior Monitoring Lead and Manager, Customer Operations on Alarm Centre issues which may arise in a timely manner.
• Prepare appropriate reports for Senior Monitoring Lead / Manager, Customer Operations.
• Complete daily, weekly, monthly assessments of the monitoring professionals’ performance and escalate any areas of concern to the Senior Monitoring Lead and Manager, Customer Operations.
• Analyse the electronic / physical security information brought to him/her by superiors, colleagues and subordinate staff and make the necessary decisions, which will always be in the best interest of the Company’s customers.
• Consistently review the quality and productivity of our Monitoring Professionals by performing quality monitoring on calls, emails and chat transcripts to ensure professional, compliant, efficient, effective, and accurate customer interactions.
• Ensure updated and correct information is circulated to the team at all times, to avoid friction, miscommunication, and employee dissatisfaction.
• Analyse the volume of contacts responded to and abandoned on daily basis to ensure defined Service Levels are achieved.
• Participate in and conduct staff training, including safety training. Monitor alarms for client properties based on operational needs as required.
• Dispatch emergency response units and key holders for alarm response based on operational needs as required.
• Ensure basic functionality of all equipment as it pertains to Alarm Centre Operations on a daily basis.
• Provides leadership support to the delivery of the Company’s security portfolios.
• Deliver on any other special projects and assignments specific to the Company’s security portfolio as required.
• Perform any other duties and responsibilities as assigned by the Manager, Customer Operations.

REQUIREMENTS

• An Associate or Bachelors’ Degree in Business Management or related discipline.
• Minimum of two (2) years’ relevant experience in the field of Policing, Security, Safety and/or Emergency Preparedness.
• At least two (2) years’ experience in a customer service-based security environment.
• At least one (1) year experience in the area of Physical Security Planning and Analysis, Investigation, Security Operations Management and Law Enforcement/Policing.
• At least one (1) year managing Electronic Security issues in a multi- site or campus setting.
• Hands-on experience in alarm automation systems.
• Ability to communicate in a highly persuasive manner (orally and written).
• Ability to establish and maintain effective working relationships and work collaboratively with diverse individuals and groups contacted in the course of work.
• Ability to make effective oral presentations and maintain accurate records.
• Ability to meet critical deadlines.
• Strong self-Management of time; setting and acting on priorities.
• Sound ability to research, analyse and solve complex problems.
• Strong ability to evaluate statistical information and data.
• Hands-on experience in alarm automation systems.
• Ability to communicate in a highly persuasive manner (orally and written).
• Ability to establish and maintain effective working relationships and work collaboratively with diverse individuals and groups contacted in the course of work.
• Ability to make effective oral presentations and maintain accurate records.
• Ability to meet critical deadlines.
• Strong self-Management of time; setting and acting on priorities.
• Sound ability to research, analyse and solve complex problems.
• Strong ability to evaluate statistical information and data.