Alarm Monitoring Supervisor I

dc06b8e7-58c0-4a04-bed7-f7fc807d3866•Charlotte, NC

6d•$18 - $21

About The Position

Securitas Technology is seeking a Monitoring Supervisor to oversee and assist monitoring specialists responding to customer alarm activations and inbound calls and resolving issues or complaints. The supervisor manages daily shift activities for a 24/7/365 team and works closely with Monitoring Managers to maintain service levels and meet company and customer service goals. The role supports and enforces company policies, manages staffing levels, and promotes employee retention through engagement and training and development. The supervisor assigns work and phone queue duties according to current activity and staffing, manages employee breaks, investigates and resolves or escalates customer complaints, and coaches employees on performance and behavioral concerns. The position also provides hands-on assistance with calls and alarms when needed, communicates policy and procedural changes, handles confidential information discreetly, and helps ensure employees understand company goals and customer directives. The schedule must be flexible to support the needs of a 24/7/365 monitoring center.

Requirements

High school diploma or GED/equivalent required.
Excellent supervisory skills.
Excellent verbal and written communication skills.
Extensive knowledge of monitoring operations procedures.
Organizational skills and attention to detail.
Ability to resolve customer complaints and issues calmly and professionally.
Ability to coach, mentor, and train monitoring specialists.
Ability to work with employees from various backgrounds and experience levels.
Sound judgment, problem-solving, and decision-making skills.
Ability to communicate, support, and enforce department policies.
Proficiency in Microsoft Office Suite or related software.
Proficiency operating and navigating the Mastermind and/or SONIP platform.
Intermediate to high proficiency with procedures for customer queues, including SME, National Accounts, and Sonitrol.
Ability to exercise independent judgment based on experience and vary from standard operating procedures.
Ability to prioritize and align resources in response to shift activity affecting service levels.
Flexibility with work schedule to support a 24/7/365 monitoring center.

Nice To Haves

Two or more years of experience in a call center environment.
One or more years of supervisory experience.
Department of Defense secret clearance.

Responsibilities

Provide work directions and assignments to monitoring specialists based on current activity and staffing levels.
Manage employee breaks throughout the shift.
Resolve or escalate customer complaints, investigate their validity, and follow up to ensure resolution.
Coach monitoring specialists and address performance and behavioral concerns.
Serve as a liaison for employees, customers, and visitors by answering questions, providing information, and directing problems to the appropriate party.
Use procedural knowledge and company policy to support individual employee performance through monthly one-on-one meetings.
Communicate policy and procedural changes through written and verbal correspondence, bulletins, and pass-down memos requiring employee sign-off.
Use discretion when disseminating confidential or sensitive information.
Provide hands-on assistance with aging phone calls and alarms in monitoring queues as needed.
Assist with interviewing candidates for open positions as needed.
Communicate company goals, expectations, and customer directives to employees.
Attend meetings, events, and special events as needed.
Encourage professionalism, open communication, employee engagement, and retention.
Perform other related duties as assigned.