Operations supervisor • surrey bc
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Overview
Job Skills / Requirements
Position Overview:
As an ISOC Supervisor, you will be responsible for day-to-day supervision, coordination, and ongoing development of client dedicated IREN monitoring operations. This is a working-supervisor position, with the Supervisor performing CCTV monitoring duties during working hours in addition to their supervisory responsibilities.
The Supervisor will ensure the team maintains appropriate coverage, follows established procedures, and remains focused on client priorities and operational requirements. The position will also be responsible for maintaining schedules, supporting employee training and onboarding, monitoring performance, providing initial coaching and corrective feedback, and assisting Operations Centre Manager with the ongoing development of the program.
The position requires a balance of hands-on CCTV monitoring, employee supervision, client service, operational coordination, and program support.
Key Responsibilities:
Team Supervision
o Supervise and support the monitoring team during daily operations
Training and Development, Hiring Support and Coverage
o Maintain team schedules, staffing coverage, and operational priorities
o Support training, onboarding, and sit-in sessions for new employees and provide feedback to Operations Centre Manager.
o Monitor employee performance and provide coaching, feedback, and initial performance management, including verbal warnings when appropriate.
Program Development and Continuous Improvement
o Develop, update, and maintain SOPs, training materials, workflows, and operational documentation.
o Monitor compliance with procedures, client requirements, and service standards.
o Communicate changes to procedures and ensure employees understand updated requirements.
Quality assurance and performance management
o Identify operational issues, trends, and opportunities for improvement and communicate them to Operations Centre Manager.
o Support incident escalation, reporting, documentation, and resolution in accordance with established procedures.
o Lead by example through consistent adherence to monitoring procedures and client expectations.
Client and Management support
o Assist Paladin Management with the ongoing development and improvement of the monitoring program.
o Maintain a strong, professional relationship with the client and ensure team activities align with client priorities and expectations.
· Performs other duties as required to meet the ongoing needs of the organization
Skills and Qualifications
