Monitoring Room Coordinator

The Monitoring Room Coordinator is responsible for identifying, assessing, and mitigating risks through the continuous observation of the surveillance systems which include GPS systems, personal panic alarms, and asset tracking devices installed in field sales vans.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Risk Management and Surveillance:

• Monitor live GPS data for company vehicles and ensure route adherence and driver safety.

• Immediately respond to panic button activations and coordinate emergency response according to protocol.

• Oversee the status of asset trackers on mobile inventory and report any anomalies or suspicious activity.

• Log all incidents, create incident reports, and escalate issues to management or emergency services as necessary.

• Maintain open lines of communication with mobile sales staff and field personnel to confirm their safety and respond to requests for assistance.

• Operate and troubleshoot tracking software and monitoring systems, ensuring optimal functionality at all times.

• Ensure all data collected is accurate, securely stored, and handled in accordance with company privacy and security policies.

• Detect, record and report any unusual behavior or activities that may lead to loss or damage.

• Notify the relevant Department Heads and/or law enforcement as per the recommended protocols

• Assist in developing and implementing strategies to minimize and improve security.

• Maintain accurate surveillance logs and records.

• Perform routine checks to ensure that all surveillance equipment is functioning correctly.

• Follow all Company policies as it pertains to privacy and confidentiality

• Assist in the Identification of employees and other stakeholders involved in alleged activities that may result in financial loss.

Policy Enforcement:

• Ensure compliance with company policies and procedures.

Incident Reporting and Documentation:

• Retrieve and compile footage for investigations

• Prepare reports on thefts, incidents, and suspicious activities as required.

• Collaborate with law enforcement when necessary to resolve incidents.

• All other related duties as assigned 

• All responsibilities and accountabilities must be executed in accordance with the company’s Customer Service Management System (CSMS), Quality Health and Safety Environment (QHSE) and Business Continuity Management System (BCMS) policies and practices.

KNOWLEDGE & SKILLS Requirements

• Proven experience in a monitoring, control room, or security operations role.

• Familiarity with GPS tracking systems, panic alert technologies, and asset monitoring tools.

• Strong attention to detail and situational awareness.

• Ability to remain calm under pressure and make quick, informed decisions.

• Excellent communication skills, both verbal and written.

• Basic IT and systems troubleshooting ability.

• Ability to work in a shift pattern, including weekends if required

• Experience with CCTV or Security Systems

• Exceptional written and verbal communication and interpersonal skills

• Analytical and organizational skills.

• Attention to detail and strong observational skills

• Ability to work in a dynamic and challenging environment with minimum supervision.

• Strong achievement focus i.e. high energy levels and commitment to end results

• Logical thinker, strong analysis, problem assessment and resolution oriented

• Good team player

• Ability to work under pressure

Qualifications & Experience

• 5’ O Levels inclusive of Mathematics and English A

• 1 year experience in a similar environment

• Certification in Security Management and/or CCTV Monitoring would be considered and asset Computer Skills

• Microsoft Office Suite