Video Security Monitoring: Intervention Specialist at Netwatch North America – Irving, Texas

Job Title: Video Monitoring Lead

Job Location: Irving, TX.

Job Type: Full-Time; Nonexempt

Shift: Grave and Swing. Weekends required.

Pay: $23.00 -$25.00

Netwatch North America is a global leader in video monitoring services. We are dedicated to making businesses safer while ensuring continuity of operations. We pioneered the use of Proactive Video Monitoring (PVM), providing our customers with intelligent remote video monitoring to proactively detect and prevent incidents before they begin.

We are committed to creating a fearless environment for our customers, partners, and employees. To achieve this, we deliver innovative, proactive monitoring technologies and solutions built on trust and quality of service.

Job Description and Purpose

The Netwatch North America Video Monitoring Lead plays a crucial role in optimizing and strengthening Netwatch North America's Proactive Video Monitoring operations, supporting and ensuring quality customer support throughout every work shift.

Responsibilities include scheduling and overseeing employee work schedules to guarantee sufficient coverage for each shift, aiding on-site supervisors in supervising shift tasks, addressing on-shift inquiries or issues, and escalating matters to leadership when necessary. Additionally, they are tasked with Account maintenance and adhering to required service level agreements (SLAs) during work shifts.

This position is classified as non-exempt, and any hours worked greater than 40 will be paid in accordance with applicable State regulations. The position reports directly to the company’s Workforce Supervisor.

Find out more about Netwatch North America via our website at https://netwatchusa.com

Learn more about our policies and benefits here: https://netwatchglobal.ai/privacy-policy

Netwatch North America provides fully paid training for all new Video Intervention Specialists as part of the onboarding process. Training takes place Monday through Friday, from 1:00 PM to 9:30 PM, and lasts for two weeks.

Duties:

General Responsibilities

• Coordinate and run the break schedule
• Report any issues brought to your attention
• Alert management if a disaster or processing issue arises while out of office hours are active. Times being, after 1700 M-F, Holidays, and weekends

Account Maintenance

• Take escalated calls regarding site requests, notes and customer/Chp inquiries
• Input sites notes when needed and advise employees on appropriate note requests
• Isolating and managing overactive signals when sites breach the 15-limit threshold
• Reviewing CAMS logins, setting up new users when needed, changing access

Shift Responsibilities

a. While no Workforce Supervisor is on shift:

• Direct non urgent questions to the employees Workforce Supervisor
• Answer questions and make final decisions when one is needed on an account
• Resolve disputes between on-shift conflicts to settle the in the moment problems while reporting any lingering issues to management

b. SLA adherence:

• Maintain SLAs within guidelines set by management
• Employee time and resource management to maintain SLAs
• Scheduling and alerting supervisors and management where help is needed

Primary Responsibilities:

The primary responsibility of the Workforce Coordinator is to uphold the company's Service Level Agreements (SLAs) concerning PVM alarm responses and response time. As a Workforce Coordinator, your key task is organizing employee work-shifts effectively to meet the specified SLAs. This is achieved through meticulous reporting and allocation of tasks.

In addition to maintaining SLAs, it is the responsibility of the Workforce Coordinator to monitor service issues and promptly alert management when necessary. Workforce Coordinators may be on shift while another Coordinator or Workforce Supervisor is on shift, and in these instances/situations, they will be assigned to handling alerts as an Intervention Specialist. In the event of a disaster, Workforce Coordinators are required to contribute to the center's recovery efforts.

Position Requirements:

• High School Diploma or Equivalent required.
• At least one (1) year CCTV/ Security video monitoring experience required.
• At least one (1) year customer service experience required.
• Ability to schedule staff shifts and breaks to meet business and customer service requirements.
• Exceptional attention to detail required.
• Excellent customer service skills required.
• Strong communication and collaboration skills required.
• Ability to be punctual, arriving to work on time.
• Ability to remain focused and awake while working.
• Good active listening skills required.
• Ability to communicate clearly; clear and consistent speech, reading, and writing in English, required.
• Ability to facilitate conversations and escalate issues to leadership as required.
• Ability to act as a team player and manage effective working relationships with co-workers, peers and supervisors.
• Strong critical thinking skills with the ability to exercise good judgement under pressure.
• Ability to multitask.
• Comfortable typing, navigating, reading, and interpreting documentation on a Windows based computer.
• Ability to work at a desk for extended periods of time.
• Basic mental math for converting time zones and reading military time.
• Ability to work holidays and/or weekends as needed or as work shifts require.
• Ability to work overtime if needed to meet business requirements.

As a dynamic organization, business needs and priorities change from time-to-time, this job description is not an exhaustive list of the position’s responsibilities but rather provides an overview of the position’s key responsibilities.

It is the policy of the Netwatch Group to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.

Employment-at-Will: Employment at Netwatch Group is at-will and for no specific duration. This means that either the employee or the Company may terminate the employment relationship at any time, with or without cause or notice, except as otherwise provided by law or written agreement.Job Type: Full-timeBenefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Supervising: 2 years (Required)
• CCTV: 1 year (Required)
• Customer service: 1 year (Required)

Ability to Commute:

• Irving, TX 75063 (Required)

Work Location: In person