WHO WE ARE

Commissionaires Victoria, the Islands and Yukon (CVIY) Division is Vancouver Island’s largest security services company, with approximately 800 employees. The division is one of the leading non-government and not-for-profit employers on Vancouver Island. Our enduring mandate is to provide meaningful employment opportunities for former members of the Canadian Armed Forces, the Royal Canadian Mounted Police and others who wish to contribute to the security and well-being of Canadians.

POSITION SUMMARY

The Live Video Monitoring Supervisor [LVMS] is responsible to the organization for the day-to-day management and service delivery of assigned integrated Security Services contracts. The role responsibilities include quality assurance, LVM Operator performance management, scheduling, training, onboarding new accounts, account maintenance, team building and customer relations.

Position Title: Live Video Monitoring Supervisor

Wage: $25.62 per hour ($25 per hour plus 2.5% RSP Cash)

Location: Commissionaires - Divisional Office - Victoria, BC

Section: Live Video Monitoring

Position Status: Non-Union

Reports to: Project Leader, Strategic Acquisitions

Shift Schedule: Various afternoons, evenings and overnights as required; 40 hours per week

Closing Date: 23 December 2022

Rewards & Perks

• Exclusive BMO mortgage rates, banking options, and more.
• Opportunities for advancement.
• Free and paid training programs.
• Flexible work schedule – maximize work-life balance!
• Recognition programs.
• Paid sick, vacation and personal needs time-off.
• Group-life, medical & dental coverage.
• Mental health supports and dedicated HR team.
• Free uniform and dry-cleaning reimbursement.
• BC Transit Pro Pass.
• Safety boot reimbursement.
• Personal protective equipment provided.
• RRSP contributions.
• Referral bonuses.
• And more!

JOB DUTIES AND RESPONSIBILITIES

• Act as the Supervisor for LVM Operators (scheduling, performance, adherence to protocols, motivating, coaching, training).
• Conduct a daily review of LVM operations events, reports; investigate and take necessary corrective actions.
• Review and update Work Instructions.
• Participate in any relevant meetings and conferences organized by CVIY.
• Maintain, develop, and implement quality customer-service standards.
• Maintain oversight of shared email inboxes.
• Utilize available software (IMMIX, Tracktik) tools to determine OFI’s.
• Ensure the integrity security and privacy of customer accounts and data.
• Provide/facilitate access to customer owned data by authorized persons.
• Provide Monthly, Quarterly activity reports to customers as required.
• IMMIX administration (enrolment/configuration of new/existing accounts and team members).
• Create operator response scripts (SOP’s) according to customer requirements.
• Deliver new account orientation to LVM Operators and when applicable the Mobile Patrol Team.
• Facilitate and oversee training of LVM Operators.
• Motivate, coach and mentor LVM Operators.
• Serve as emergency backfill when the need arises.
• Other duties as assigned.

ESSENTIAL AND RATED QUALIFICATIONS FOR THE POSITION

Essential Qualifications - Education and Experience

• Possess a Basic Security Training certificate.
• Degree or combination of education/experience in security or business would be an asset.
• Security Industry experience (3 years preferred).
• Security Operations Centre or call center experience required.

Rated Qualifications - Knowledge and Skills Requirements:

• A thorough understanding of service center KPI’s.
• An understanding of security procedures and technologies.
• Strong customer service, analytical, written, and verbal communication skills.
• Proven leadership abilities, including the capability to exercise authority fairly and objectively.
• Have a sound working knowledge of the BC Labour Code, the Employment Standards Act for BC. and the Yukon, the Human Rights Code and Collective Agreements for unionized employees.
• Excellent time management and organizational skills, including the ability to multi-task, prioritize work, work well under pressure and meet deadlines.
• Must display a strong work ethic, initiative and be a team leader.
• Must be detail oriented, proactive and strive for quality work for superior customer service.
• Good interpersonal skills and ability to maintain good working relationships with clients and em
• Excellent computer skills, including the ability to prepare documents using Microsoft Office Suite applications (MS Word, Excel, Outlook (e-mail) and PowerPoint), client management software and data entry

Commissionaires Victoria, the Islands, and Yukon proudly celebrate diversity through an inclusive work environment and welcome candidates from all backgrounds.

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