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Video Operations SupervisorFull Time - Hybrid (Swing/Grave shift)Edmonton, Alberta About Becklar Becklar delivers the industrys only SMART Critical Event Protection Platform, combining advanced AI technology with skilled operators to provide rapid monitoring and response for people, property, and employees. Our solutions span video monitoring, remote guarding, workforce safety, personal health and safety, and critical event responsedesigned to act in the moments that matter most. Headquartered in Ogden, Utah, Becklar is one of the nations largest and fastest-growing monitoring companies, protecting more than 2.2 million subscribers daily. Guided by our mission to create a safer world through innovative technology and caring people, we live our We Care F.I.R.S.T. valuesFun, Innovative, Relationship-driven, Service-focused, and Team-oriented. About the Team The Monitoring Center Operations team ensures rapid, accurate response to critical events for Becklar customers and partners. The team manages alarm and video monitoring, dispatch coordination, and real-time operational response. This role ensures operational excellence, supports frontline operators, and drives performance through leadership, coaching, and datadriven decision making. Job Summary Under the direction of the Operations Manager, the Video Supervisor is accountable for the delivery of quality, timely, and professional services to our customers and dealers by the Operations team. The Supervisor oversees all Central Station metrics, exemplifies company culture, and ensures team adherence to policies and procedures. This role partners with Dealer Care, Tech Ops, HR, and Quality to foster exceptional service, continual improvement, accountability, and training. The Supervisor mentors and motivates team leaders, leading by example as a servant leader, and gains the knowledge and skills necessary to successfully lead their shift. What Youll Do / Essential Functions Use data to monitor alarm volume and recognize load trends Proactively manage and prioritize alarms during normal and peak demand times Manage staffing levels balancing demand, customer service, and efficiency Lead by example in following policies, procedures, and documentation Actively identify ways to improve operator response times and engagement Conduct coaching and hold team members accountable through documented conversations Utilize software, phone, and hardware systems to solve problems and maintain Becklar Monitoring standards Achieve and exceed overall company KPIs, including operator metrics (events per hour, average handling time, time to first action, attendance, service levels) Ensure proper coaching and attention is given to quality errors Attend Operations Department and other meetings as requested Support operations decisions and act as needed Manage the performance of Team Mentors and Coaches Give effective feedback through OntheJob Training (OJT) Implement practices aligning with core company values Ensure 100% completion of transition checklists for new hires and promotions Monitor attrition, growth, and promotional staffing requirements Recognize exemplary performance using company resources and events Meet individually with leadership to set performance goals and provide coaching Identify and address performance issues with HR support Maintain management spreadsheets and operational metrics Ensure prompt leadership responses to alarms Actively monitor and respond in CS and Leadership chats Perform other duties as assigned; responsibilities may change as needed What Youll Need / Qualifications Strong attention to detail, focus, followthrough, time management, and organization skills Excellent communication skills, especially under pressure and across departments 12 years of customer service management or supervisory experience Call center or monitoring center experience preferred Bachelors degree required for advancement to Operations/Site Manager roles Conflict management experience and ability to have difficult conversations Ability to work 40+ hours per week on swing and grave shifts, available 24/7 Proficiency with Microsoft Office/Google Products Must be able to read and speak clearly in English Ability to give and receive feedback, course correction, and counseling Strong interpersonal skills and teamwork ability Selfmanage with moderate supervision Problemsolving skills using available resources effectively Whats In It For You? Competitive compensation and opportunities to share in our success 401(k) retirement plan with company contribution Inclusive parental leave Wellbeing and lifestyle perks Generous PTO EEO Statement Becklar is an equal opportunity employer committed to a workplace free of discrimination and harassment. Employment decisions are based on business needs, job requirements, and skills, without regard to any status protected under federal, state, or local law. Even if you dont match every qualification listed, we encourage you to apply or follow us on social media to stay connected with future opportunities. #J-18808-Ljbffr