Customer Service Monitoring Lead

The Monitoring Team Lead serves as the senior operational resource for WCCTV's Monitoring Support team. This position provides day-to-day guidance, technical expertise, and workflow coordination while supporting monitoring operations, customer requests, incident investigations, and monitoring station communications. The Lead assists with training, quality assurance, and team performance while remaining actively involved in daily monitoring support activities.

WCCTV provides an opportunity to grow your leadership capabilities while remaining closely connected to customer operations and service delivery. As a Monitoring Lead, you will play a key role in supporting team success, improving customer outcomes, and contributing to a highly collaborative service organization.

• Serve as the primary day-to-day operational resource for Monitoring Support Specialists and assist with workload coordination.
• Support the setup, configuration, and administration of monitored customer locations and proactive monitoring services.
• Coordinate with third-party monitoring stations regarding onboarding, service changes, troubleshooting, and operational issues.
• Investigate and document monitoring incidents, missed alerts, and customer inquiries, ensuring accurate and timely resolution.
• Review monitoring activity, footage retrieval requests, and customer reports to maintain quality and accuracy standards.
• Assist with team training, onboarding, process documentation, and knowledge sharing initiatives.
• Act as an escalation point for routine monitoring support issues before escalation to management.
• Prepare operational reports, performance data, and monitoring summaries for management review.
• Monitor adherence to established procedures, SLAs, and departmental quality standards.
• Provide after-hours and holiday coverage support as needed and assist with departmental scheduling coordination.

• Associate degree or equivalent work experience preferred.
• 3+ years of customer service, monitoring operations, technical support, or related experience.
• Demonstrated experience handling escalated customer concerns.
• Strong organizational and multitasking abilities.
• Experience training or mentoring team members preferred.
• Strong verbal and written communication skills.
• Familiarity with monitoring platforms, surveillance systems, or alarm monitoring environments preferred.
• Proficiency using CRM, ticketing, and reporting systems.
• Strong attention to detail and problem-solving skills.
• Ability to work independently and collaboratively in a team environment.

• Customer Service Excellence
• Team Collaboration & Coaching
• Accountability & Reliability
• Problem Solving
• Attention to Detail

WCCTV is an equal opportunity employer and is committed to fostering a workplace that values professionalism, respect, and inclusion. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to any status protected by applicable federal, state, or local law.

This position operates primarily in a professional office environment and may require occasional travel to company locations. The role requires the ability to remain seated for extended periods and to occasionally lift and move items weighing up to 25 pounds. This position may also perform other duties as assigned to support departmental and organizational needs.