Call Center Shift Supervisor (3rd Shift)

Zeus Fire and Security•Paoli, PA

97d•Onsite

About The Position

The Central Station Shift Supervisor is responsible for overseeing daily operations during their assigned shift, ensuring that alarm signals, video surveillance, and emergency calls are handled promptly, professionally, and according to company policies. This role acts as the first line of leadership, supporting the Central Station Operators and ensuring compliance with all quality standards, SLAs, and regulatory requirements.

Requirements

High School Diploma or equivalent required
2+ years experience in a central monitoring station, dispatch, or emergency services environment.
Strong leadership, decision-making, and conflict-resolution skills.
Excellent communication skills, both written and verbal.
Ability to multi-task effectively in a fast-paced, high-pressure environment.
Must pass background check and drug screening.
Flexible availability including nights, weekends, and holidays as required.

Nice To Haves

Associate’s or Bachelor's degree preferred.
1+ years of supervisory or team lead experience preferred.
Familiarity with alarm monitoring software (e.g., MAS, Bold, Stages) and video monitoring platforms a plus.
Knowledge of UL 827 standards and alarm response protocols.

Responsibilities

Supervise and direct Central Station Dispatchers during assigned shifts.
Monitor real-time alarm traffic, video monitoring, and operator activity to ensure efficient, timely responses.
Act as the escalation point for incidents, alarms, and customer issues during the shift.
Ensure adherence to Standard Operating Procedures (SOPs) and customer service guidelines.
Provide coaching, feedback, and corrective action to operators as needed.
Conduct shift briefings to communicate updates, priorities, or operational changes.
Oversee incident reports, ensuring accuracy, thoroughness, and proper documentation.
Coordinate shift scheduling, ensuring adequate coverage and managing call-outs or absences.
Support training of new Central Station Dispatchers and continuous skill development of the team.
Review system and incident logs to identify and escalate potential problems or operational gaps.
Maintain excellent communication with Central Station Management, clients, and other departments.
Perform administrative tasks such as shift handover reports, KPI tracking, and minor system troubleshooting.
Respond to emergency situations according to crisis management protocols.