Security Alarm Monitoring Supervisor

ABOUT US

We are an award-winning organization, with 75 years under our belt, dedicated to keeping communities safe in the areas of fire prevention, security, and life safety. We currently have over 230 talented individuals across 4 business units – Richmond (our Headquarters), Calgary, Toronto and Texas.

Radius Security is the leading end-to-end provider of innovative, commercial security system monitoring, installation, and maintenance in BC, specializing in live video guided dispatch. In conjunction with our sister company Radius Fire, we provide an unmatched service for fire monitoring. Our corporate culture is about fun, accountability, responsibility, respect, and continuous personal training & development.

VALUE OF THIS ROLE

The Command Center (Alarm Monitoring Station) Supervisor plays a pivotal role within our Radius Security Division, directly contributing to the operations and supervision of the Command Center. As the Command Center Supervisor, you will inspire and influence your team of operators to deliver their best work, providing the necessary support and guidance throughout each shift. Your leadership will be crucial in maintaining the successful operational flow within our systems, while leveraging analytical and decision-making skills to optimize the team’s performance.

Come be part of the magic that is Radius.

LOCATION & HOURS

Location: Head Office (Richmond, BC)
Schedule: 7:30 AM – 7:30 PM on a rotating 4 days on and 4 days off schedule.

CORE AREAS OF RESPONSIBILITY

Your success will be measured on how efficiently and accurately you manage and execute these core responsibilities:

Team Leadership and Supervision

• Supervise Command Center Operators, providing timely support and guidance as needed.
• Inspire and motivate the team to consistently achieve station KPI’s.
• Participate in regular 1:1’s with operators and assist with annual reviews and performance improvement plans.
• Assist in fostering a positive and collaborative team environment within the Command Center, enhancing morale and promoting open communication.

Operations

• Responsible for scheduling the team adequately, including coverage for absences, vacations, and shift exchanges.
• Help drive continuous improvement in operations through the implementation of new technologies, refine processes, & update standard operating procedures (SOP’s).
• Ensure all spreadsheets and supervisor reports are updated and submitted in a timely fashion.
• Responsible for video retrieval and video requests from outside sources.
• Effectively address and resolve escalated customer complaints.
• Assist with alarm handling when needed, ensuring prompt and accurate response times.

Technology and Systems

• Maintain expert-level knowledge of the Manitou and Immix platforms.
• Possess a working knowledge of alarm station receivers.
• Conduct basic troubleshooting for phone systems, headset configurations, and emergency protocols as outlined.
• Utilize Power BI to generate reports and extract necessary data to meet station KPIs.

*Please note: this is not an exhaustive list and other responsibilities may be required.

OUR IDEAL CANDIDATE

• Non-negotiables: You must be a cultural driver with strong emotional intelligence and a passion for fostering a high-performance culture in the Command Center.
• At least 1-year prior experience in a Security Command Center or Emergency Dispatch Call Center, preferably some experience in a leadership role.
• Proficiency using computers and relevant systems such as Microsoft Office and Security Software (Manitou & Immix, or similar).
• Strong organizational skills to manage multiple tasks simultaneously with excellent follow-through.
• Effective written and verbal communication skills – you don’t rely solely on emails and are confident in making phone calls to get things done.
• Passionate about Delivering Legendary Service – proactively anticipate and meet the needs of internal and external customers, responding swiftly and consistently seeking to enhance their experience.
• Lead by example by following established processes, and ensure your team consistently upholds the same standards, holding them accountable to maintain operational excellence.
• Must possess and maintain, or be able to receive, a valid security license

WHY OUR TEAM LOVES WORKING HERE

• Job stability! Our company was deemed an essential service and we were lucky to continue to serve our communities during the pandemic. Our company is continuing to grow year over year, and we have exciting expansion plans for the future!
• Extended health and dental benefits, including RRSP Matching, Employee Family & Assistance Program, and a Monthly-Profit Sharing Bonus.
• Charitable donation matching!
• Bonus Stat Holiday – Boxing Day!
• Learning and development opportunities to grow within the business (including paid training both internal and external).
• Fun-loving team environment with various company events (team outings, virtual gaming, pub nights, spirit weeks, community involvement/volunteer activities, etc.)
• Ability to make an impact – we welcome your ideas and love when our team members get to see their initiatives come to fruition.
• You have a voice. We empower our people to bring forward their suggestions.
• Central location located right next to the river, with a lovely walking path available on lunch breaks. Minutes-drive away from Queensborough shopping center.
• We have a strong brand reputation, and people are proud to work for a place that is a staple in our communities.

Job Types: Full-time, Permanent

Pay: $24.00-$27.00 per hour

Benefits:

• Company events
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Profit sharing
• RRSP match
• Tuition reimbursement
• Vision care

Schedule:

• 12 hour shift
• Day shift

Application question(s):

• How many years of experience do you have working in a Security Command Center or Emergency Dispatch Call Center?

Licence/Certification:

• Security Licence (required)

Work Location: In person