Surveillance Technician Lead

Surveillance Technician Lead

The Surveillance Technician Lead supports Rural King's Surveillance team by executing advanced surveillance operations, internal training, systems management, and supporting the supervision of the surveillance team. This position plays a critical role in identifying theft, policy violations, procedural inconsistencies, and monitoring team productivity. This role also serves as a liaison to law enforcement, internal departments, and store teams. A successful candidate will demonstrate strong analytical skills, a commitment to confidentiality, ability to lead without bias, and the ability to support a fast-paced retail environment.

Job Duties and Essential Functions

Surveillance & Monitoring

• Watch Closed Circuit Television (CCTV) systems to identify theft, productivity issues, policy violations, and unsafe conditions.
• Review video footage of significant events and provide concise summaries to management, legal partners, or law enforcement.
• Assist associates with retrieving and reviewing video using camera systems.
• Audit surveillance tools regularly to ensure camera functionality and compliance.

Ticket Management

• Promptly and accurately work through assigned tickets with attention to response goals and deadlines.
• Escalate complex or time-sensitive issues to the Surveillance Manager.
• Monitor and assign the Surveillance Technician's ticket workflow when manager is not present.

Systems & Platform Support

• Serve as the main point of contact with alarm company when manager is not present.
• Maintain an updated alarm user listing for all store locations and assist associates in alarm access.
• Input and track theft suspects in the case management platform; flag patterns and link related cases.
• Maintain the law enforcement portal, identifying where online reports can be filed/updated as needed.
• Ensure all Surveillance Technicians maintain up-to-date case logs with complete and accurate data.

Legal & Compliance

• Support with the tracking and dissemination of subpoenas and legal documents in a timely manner.
• Support legal partners by monitoring restitution timelines, escalating overdue items appropriately.

Training & Internal Support

• Assist in training new Surveillance Technicians to ensure procedural consistency and operational readiness – adjusting shifts as needed to support this.
• Support stores and customers with questions regarding store policies and loss prevention procedures.
• Respond to requests from District Loss Prevention Specialists (DLPS) and store management in a timely and professional manner.

Financial Review & Awareness

• Use specialized reports to audit financial transactions and identify discrepancies or suspicious activity.

Development & Culture

• Actively participate in training sessions, workshops, webinars, and other professional development opportunities.
• Demonstrate and promote Rural King's core values: People First, Integrity, Attitude, Initiative, Teamwork, Accountability, and Continuous Improvement.
• Perform other duties as assigned to support the Loss Prevention department and organizational goals.

Proficient with Microsoft Office Suite or related software.

Excellent verbal and written interpersonal and communication skills.

Excellent customer service skills.

Strong organizational and multitasking skills, with the ability to manage ticket queues and prioritize assignments.

Experience training staff or mentoring within a team.

Strong understanding of retail business practices.

Excellent negotiation and conflict resolution skills.

Demonstrated ability to adapt in a fast-paced environment.

Strong analytical and problem-solving skills.

Excellent organizational skills and attention to detail.

Behavior must reflect integrity, professionalism, and confidentiality.

Supervisory Responsibilities

• Yes

Physical Requirements

• Ability to maintain a seated or standing position for extended durations.
• Capability to lift 15 pounds periodically.
• Ability to navigate and access all facilities.
• Skill to effectively communicate verbally with others, both in-person and via electronic devices.
• Close vision for computer-related activities.
• This position operates in a secure surveillance control room.
• May require extended periods of sitting and monitoring video feeds.
• Must always maintain confidentiality and a high level of integrity.

The pay range for this position is $18.00 - $20.00 per hour and is bonus eligible. Exact compensation is determined by factors such as relevant geographic location, education, certifications, experience, job level, shift, and organizational needs. Eligible associates may also receive overtime pay in compliance with applicable laws.