iGuard360 was formed as a full-service security company to satisfy the demands of clients for a reliable and innovative security provider delivering long-term security solutions for both condominiums and corporate clients.

Our top priorities are and will continue to be client and personnel satisfaction. iGuard360’s ongoing dedication to the needs of both customers and employees has allowed us to gain recognition among our clients and resulted in valued long-term employees with a lower than industry average turnover.

We are currently hiring a Video Surveillance Team Lead (Night shift) to grow our Remote Operations team. The Video Surveillance Team Lead will be reporting to the Director of Remote Operations and will be responsible for other monitoring agents during the night shift, as well as other duties such as video surveillance, alarm response, incoming and outgoing calls, dispatch, etc. to maintain a high level of service to iGuard360’s customers and employees.

What you will do:

• Lead a monitoring team comprising of 3-5 Video Surveillance Agents during the night shift (10pm-8am or 9pm-7am), providing team members with direction and coaching as needed.
• Distribute assignments to Video Surveillance Agents based on activity and staffing levels, delegating tasks and authority to create optimum working conditions.
• Ensure all Video Surveillance Agents are aware of updated contracts, SOWs, SLAs, etc.
• Prepare SOPs and other procedural documents and review them with team members regularly, modifying as needed.
• Build and retain a high-performance development team by recruiting, training, and retaining all staff in accordance with the company policies.
• Help to identify gaps in staffing and assist in the recruitment and onboard of new members, building and maintaining high-performing teams.
• Provide solutions to customer complaints and/or escalate to senior management with appropriate follow-up procedure to ensure resolution of customer issues.
• In the event of an emergency dispatching on-site security personnel, mobile patrol units, emergency services (police, fire, ambulance, etc.), and/or other contacts (owner, property manager, emergency contacts) in a timely manner.
• Periodically perform health checks on monitoring software and hardware to ensure they function properly, and notify management of any issues, abnormalities, and/or concerns with equipment and setup.
• Regularly visit and review each monitoring location together with the Operations team to identify security concerns and identify priority cameras
• Ensure all activities, logs, and necessary reports are recorded in a timely and appropriate manner over the course of the shift.
• Communicate effectively with clients and iGuard360 internal departments.

What you bring:

• High level of personal integrity
• Ability to multi-task and prioritize
• Effective problem-solving and conflict resolution skills
• Keen sense of situational awareness and adept at reading body language
• Excellent communication and customer service skills, with experience handling difficult situations
• Fluent in English, both written and spoken
• Excellent computer skills, with extensive experience operating video monitoring systems, alarm monitoring systems, and reporting platforms
• Clean criminal record

Education / Experience:

• High School, College Diploma
• Post secondary education in Criminology (or a similar field) or a suitable combination of education and experience an asset
• Minimum 3 years of work experience in video surveillance and alarm monitoring
• Minimum 1 year of team leader or shift supervisor experience

Job Types: Full-time, Permanent

Salary: From $55,000.00 per year

Benefits:

• Dental care
• Extended health care
• Vision care

Schedule:

• 10 hour shift
• Night shift

Experience:

• Video Surveillance: 3 years (required)
• Supervising: 1 year (required)

Work Location: In person

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