Call Center Supervisor (3rd Shift - 10pm-6:30am)

Alert 360•Tulsa, OK

7d•$50,000 - $57,000•Onsite

About The Position

The primary responsibility is the supervision of Video Monitoring agents located within the monitoring center. An essential function will be building and maintaining team morale by recognizing and rewarding team members who have demonstrated exceptional performance. The supervisor will train, develop, and guide employees, using available systems and resources. The supervisor will foster a positive work environment and be knowledgeable in how to contain and defuse escalations, promoting a better customer experience. They will also review and evaluate their direct reports on their ability to meet Video Shield objectives, direct improvement strategies when objectives are not met and recommend appropriate disciplinary action as warranted. The supervisor is expected to assume ownership of and satisfactorily resolve escalated issues. The overall function is to ensure the Video Shield team operates at the highest levels, providing a quick and accurate response to alarms.

Requirements

3 years of leadership experience with the ability to train and develop employees.
Must be at least 18 years of age.
High School diploma or equivalent.
Ability to sit while using computer and phone equipment for extended periods of time.
Deliver world class customer service and build customer satisfaction and loyalty.
Must pay attention to detail.
Capability to work well under moderate stressful situations.
Ability to type a minimum of 30 words per minute efficiently and accurately.
Proficiency to work simultaneously with multiple computer applications and databases.
Demonstrate outstanding verbal and written communication skills.
Pre-employment testing is required.
Ability to sit for 8 hours.

Responsibilities

Evaluate existing video monitoring processes, workflows, and technologies to identify areas for improvement.
Evaluate and provide any reporting and videos of suspicious activity immediately.
Develop and assist in implementing strategies to streamline video monitoring operations, eliminating inefficiencies, and enhancing productivity.
Identify and prioritize process enhancement opportunities based on data analysis and industry benchmarks.
Regularly analyze and report on KPIs to track progress and identify trends,
Facilitate the adoption of new processes by providing training, clear communication, and support to staff members.
Address any resistance to change and ensure smooth transition to optimized processes.
Assist and develop, document, and maintain comprehensive SOPs that outline step-by-step guidelines for video monitoring processes.
Ensure SOPs are up-to-date, accessible, and aligned with industry standards and regulations.
Implement quality control measures to maintain high standards in video monitoring activities and ensure compliance with relevant regulations and privacy laws.
Identify and address any non-compliance issues promptly.
Report on the analysis of an agent’s audits to ensure compliance.
Foster a culture of continuous improvement by encouraging innovation and soliciting feedback from monitoring personnel supervisors and management.
Identify opportunities for ongoing refinement and enhancement of video monitoring processes.
Identify potential risks associated with process changes and technology implementation, and proactively develop strategies to mitigate them.
Ensure that process changes do not compromise security, data privacy, or regulatory compliance.
Assess risk with each account and identify possible threat opportunities.
Communication: Ability to communicate with the entire video team to ensure effective communication.
Communicate efficiently with security, law enforcement, customers, and other departments.
Ability to communicate with senior management on details of event history.
Excellent attendance record from previous employer.
Good organizational skills.
Understand and execute site instructions.
Ability to multi-task.
Ability to view/operate computer equipment 8 hours a day.
Must be able to process and review video alarms, quickly and accurately.
Utilize great judgement when processing alarms.
Ability to communicate with the entire video team to ensure effective communication.
Communicate efficiently with security, law enforcement, customers, and other departments.
Able to handle a fast-paced environment that requires a high level of attention to detail.
Professional and willing to go beyond for the customer and business.
Proficient in documentation of events observed and action taken.
Additional duties may be assigned as necessary.