What are the responsibilities and job description for the Surveillance Operations Trainer position at Pro-Vigil?

POSITION SUMMARY

Train, coach and support surveillance operations employees while assisting in the overall success of the department. Facilitates initial on-boarding, new hire training as well as skills and reinforcement training. Develop training content, create curriculum and track training effectiveness. Communicates updated protocols, best work practices and departmental updates to staff. Coach and motivate team members and assess performance. Provide customer support and assistance to management, including peer coaching, ensure proper workplace protocol, and apprise management on team performance. This is a full-time position. Hours of work and scheduled days are subject to the needs of the business. Hours beyond normal business hours will be required to fulfill the duties associated with this role. The capacity to support random shifts to accommodate all employees in a 24x7 environment is required.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

•	Train, coach, and lead the Surveillance Operations staff to provide industry leading support and an enhanced customer experience.
	Plan and facilitate training of new employees in the department. Plan and conduct 1:1 coaching/training for new hire employees.
•	Create training content in support of Surveillance Operations development Revise/update training material and assist in revisions for other departments.
•	Reinforce new hire training and train the Team on new processes or procedures. Mentor new hires and Team members through coaching and leading by example.
•	Resolve customer complaints/problems.
•	Ensure Team members understand their duties, responsibilities and delegated tasks.
•	Perform random Quality Audits to ensure Dispatchers are in compliance with required standards.
•	Manage team schedules including breaks and lunches to ensure coverage.
•	Ensure employee adherence to company policies and procedures and recommend disciplinary action, as needed.
•	Perform Dispatcher duties, as needed, to meet SLAs. Perform other duties and projects as assigned.
•	Perform all work-related activities in a safe manner consistent with Pro-Vigil’s zero accident policy.
•	Maintain a positive, cheerful and ethical attitude. Foster an environment of open communication and inclusion.
•	Exhibit a high level of initiative and work ethic. Attendance, adherence and compliance with company policy.
•	Be punctual and responsive to internal and external requirements.

POSITION QUALIFICATIONS

Competency Statement(s)

•	Relationship Building - Ability to effectively build relationships with customers and co-workers. Ability to tactfully approach others, react well under pressure, treat others with respect and consideration.
•	Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
•	Communication - Ability to communicate effectively with others using the spoken word. Ability to write clearly and informatively. Present numerical data effectively. Ability to read and interpret written information.
•	Problem Solving – Identify and resolve problems promptly. Gather and analyze information and develop alternative solutions.
•	Ethics – Treat employees and customers with respect. Work with integrity and uphold organizational values.
•	Strategic Planning - Ability to develop and create a culture in which the long-range goals can be achieved. Analyze market and competition and adapt strategy to changing conditions.
•	Accountability - Ability to accept responsibility and account for own actions.
•	Diversity – Show respect and sensitivity for cultural differences. Promote a harassment-free environment and build a diverse workforce.
•	Decision Making - Ability to make critical decisions while following company procedures.
•	Coaching and Development - Ability to provide guidance and feedback to help others strengthen specific knowledge/skill areas.
•	Change Management – Display original thinking and creativity. Develop innovative approaches and ideas and generate suggestions for improving work.
•	Business Acumen - Ability to grasp and understand business concepts and issues.

SKILLS & ABILITIES

Education:

High School diploma (required); AA/AS/BA (preferred).

Experience:

2-3 years prior experience working in a comparable role in a similar industry is required.

Computer Skills:

Ability to use personal computer and software such as Google suite, Microsoft (Excel, Word, Outlook, etc.), email.

Other Requirements: Ability to obtain and maintain a Texas Department of Safety Alarm Monitoring License.

Pro-Vigil, Inc. is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All applicants will be considered solely on the basis of their qualifications.

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