Monitoring Operations Lead

Wireless CCTV; Richardson (TX); In loco; USD 70.000 - 100.000; Tempo pieno

Descrizione del lavoro

WCCTV is seeking a Monitoring Team Lead to serve as the senior operational resource for the Monitoring Support team. You will guide daily activities, provide technical leadership, coordinate workflows, and support customer requests, incident investigations, and station communications.

You will help train and QA the team, ensuring quality and timely resolutions while maintaining adherence to SLAs. The role involves after-hours coverage and collaboration across departments in a professional office

Competenze

• Associate degree or equivalent work experience preferred.
• 3+ years of customer service, monitoring operations, technical support, or related experience.
• Demonstrated experience handling escalated customer concerns.
• Strong organizational and multitasking abilities.
• Experience training or mentoring team members preferred.
• Strong verbal and written communication skills.
• Familiarity with monitoring platforms, surveillance systems, or alarm monitoring environments preferred.
• Proficiency using CRM, ticketing, and reporting systems.
• Strong attention to detail and problem-solving skills.
• Ability to work independently and collaboratively in a team environment.

Mansioni

• Serve as the primary day-to-day operational resource for Monitoring Support Specialists and assist with workload coordination.
• Support setup, configuration, and administration of monitored customer locations and proactive monitoring services.
• Coordinate with third-party monitoring stations regarding onboarding, service changes, troubleshooting, and operational issues.
• Investigate and document monitoring incidents, missed alerts, and customer inquiries, ensuring accurate and timely resolution.
• Review monitoring activity, footage retrieval requests, and customer reports to maintain quality and accuracy standards.
• Assist with team training, onboarding, process documentation, and knowledge sharing initiatives.
• Act as an escalation point for routine monitoring support issues before escalation to management.
• Prepare operational reports, performance data, and monitoring summaries for management review.
• Monitor adherence to established procedures, SLAs, and departmental quality standards.
• Provide after-hours and holiday coverage support as needed and assist with departmental scheduling coordination.

Conoscenze

Customer Service

Team Leadership

Organization

Communication

Problem Solving

Monitoring platforms

CRM software

Training / mentoring

Formazione

Associate degree

Strumenti

CRM software

Ticketing systems

Reporting systems

Descrizione del lavoro

WCCTV is seeking a Monitoring Team Lead to serve as the senior operational resource for the Monitoring Support team. You will guide daily activities, provide technical leadership, coordinate workflows, and support customer requests, incident investigations, and station communications.

You will help train and QA the team, ensuring quality and timely resolutions while maintaining adherence to SLAs. The role involves after-hours coverage and collaboration across departments in a professional office