Video Sighting Team Leader

The Video Sighting Team Leader in Pasig City, Philippines will manage company 24/7 Video Sighting Center in the Philippines. The role is responsible for team leadership, workforce scheduling, quality assurance, escalations, training, performance management, and smooth daily operations.

The Team Leader is not included in regular shift coverage but must be available to support critical incidents and staffing issues when needed.

Key Responsibilities:

• Lead, coach, and manage six Video Sighting Specialists.
• Create shift schedules that maintain full 24/7 coverage.
• Manage attendance, leave, shift changes, and staffing gaps.
• Monitor daily operations, alert volumes, active incidents, and service quality.
• Support complex, sensitive, or high-risk escalations.
• Conduct quality reviews and ensure procedures are followed consistently.
• Lead onboarding, training, coaching, and performance discussions.
• Track operational metrics and prepare performance reports.
• Maintain standard operating procedures, escalation guides, and shift-handover processes.
• Work with product, technical support, customer success, and other internal teams to resolve operational issues.
• Ensure compliance with privacy, confidentiality, and information-security requirements.

Qualifications:

• Bachelor's degree is required
• At least three years of relevant experience in operations, security monitoring, incident response, customer support, or a similar environment.
• At least one year of team leadership, supervision, training, or quality-management experience.
• Experience supporting rotating shifts or a 24/7 operation.
• Strong written and spoken English.
• Strong coaching, communication, and decision-making skills.
• Experience managing schedules, attendance, and team performance.
• Strong reporting, documentation, and organizational skills.
• Ability to remain calm and make sound decisions during critical incidents.

Preferred Experience:

• Experience in a Security Operations Center, CCTV monitoring center, command center, or alarm-monitoring operation.
• Experience launching or scaling a new team.
• Familiarity with video management, workforce-management, incident-management, or ticketing systems.
• Knowledge of Philippine employment and scheduling requirements.

Key Performance Measures:

• Reliable 24/7 coverage
• Team attendance and schedule adherence
• Monitoring and escalation accuracy
• Quality-assurance results
• Training effectiveness
• Team performance and retention
• Customer and stakeholder satisfaction

The Team Leader may need to work across different shifts and support urgent incidents outside standard working hours. The role may involve exposure to sensitive or distressing video content.