Contact Center Supervisor

Contact Center Supervisor•Syracuse, NY

2d•Onsite

About The Position

The Contact Center Supervisor is responsible for supporting and leading our Specialists while they are focused on saving lives and protecting property. The Contact Center Supervisor will be prepared to aid in all emergency dispatches and circumstances that require an escalated response. The Supervisors will focus on real-time data metrics to ensure the department is properly aligned and meeting customer service and service level expectations. Our supervisors lead by example and are consistently dedicated to the company mission of protecting life and property.

Requirements

Associate degree, equivalent Military or 2+ years of relevant work experience in customer service
Must successfully complete and pass the RRMS New Hire Operations Training Course
Proficient and above average computer knowledge and skills
Excellent written and verbal communication skills
Successfully clear drug screen and background check to meet industry and security licensing requirements
Ability to be licensed in all required areas as defined by RRMS
Required to complete the steps necessary to achieve a Department of Defense Secret Clearance Required, weekend availability

Nice To Haves

3-year management, supervisory or leadership experience preferred

Responsibilities

Directly supervises, supports, and guides the day-to-day activities of the Specialists that are handling emergency alarms and calls
Responsible for supporting the Specialists by providing appropriate resolution technique in real-time emergencies and potentially sensitive situations
Identify deficiencies or areas of opportunity and coordinate appropriate training needs for the Specialists
Develop and implement tracking mechanisms and workflows that provide clear insight into staff performance and supports ongoing development
Monitor and evaluate inbound and outbound alarm and call traffic through multiple automation platforms.
Engage with customer and service providers to serve as point person for escalated situations that may require the assistance of other departments or on-call personnel
Accountable for overseeing staffing levels, attendance, and allocation of resources to ensure adherence to service level goals and organizational objectives
Prepared to handle in-bound and out-bound call traffic as needed
Promote a positive and supportive working environment that motivates high performance and recognizes staff performance and contributions
Protect employee and company privacy with the utmost confidentiality and organizational integrity