Monitoring Manager

Description

Job Summary: Manage the monitoring center, supervising teams, ensuring operational security, service quality, and rapid incident resolution. Key Highlights: 1. Leadership in managing monitoring and customer service teams. 2. Focus on operational security and incident resolution. 3. Proposal of improvements and assurance of compliance with regulations. **Description and Responsibilities:** **Schedule:** Monday to Friday, from 8:00 AM to 6:00 PM, with a 1-hour and 15-minute lunch break **Level:** Managerial and Executive **Employment Type:** Permanent – CLT **JOB MISSION** Ensure efficient operation of the monitoring center by supervising the customer service and camera monitoring team, guaranteeing service quality, operational security, and rapid incident resolution. **MAIN RESPONSIBILITIES** * Supervise the camera monitoring and customer service team; * Ensure all camera and alarm systems are operating correctly; * Monitor images and identify risk situations or non-conformities; * Detect and record security incidents, taking immediate action when necessary; * Coordinate rapid responses to incidents, ensuring people’s safety and asset protection; * Guarantee adherence to security protocols and internal regulations; * Produce periodic incident reports and security performance indicators; * Train and qualify the team on security, surveillance, and incident response procedures; * Coordinate customer service, ensuring rapid and efficient responses; * Prepare incident reports, performance indicators, and KPIs for the monitoring center; * Propose process and workflow improvements for the monitoring center; * Oversee maintenance of electronic security equipment; * Monitor the power control center’s operation, tracking basic operational indicators, failure alerts, or interruptions; * Coordinate immediate actions during critical power situations in collaboration with technical teams (preferred qualification); * Integrate security monitoring with power control center operations when required, ensuring operational continuity; * Ensure compliance with internal and regulatory standards related to security and service. **Requirements:** **EDUCATION** Completed undergraduate degree, preferably in Administration, Security Management, Safety Engineering, or related fields. **EXPERIENCE** Minimum 3–5 years of experience in electronic monitoring and customer service; Experience in team management. **TECHNICAL KNOWLEDGE** * Camera monitoring systems (CCTV, IP, DVR/NVR); * Customer service procedures and security protocols; * Tools for control and report generation; * Basic knowledge of personnel management and performance indicators; * Basic knowledge of power system monitoring and emergency procedures (preferred qualification). **BEHAVIORAL PROFILE** * Analytical profile, detail-oriented, and quick decision-making ability; * Proactive leadership and team management skills; * Strong communication skills and professional demeanor; * Discretion and ethics in sensitive operations. **Benefits:** Gym allowance, Internal benefits, Corporate mobile phone, Meal voucher, Transportation voucher