Contact Center Supervisor

Contact Center Supervisor • Syracuse, NY

2d • Onsite

About The Position

The Contact Center Supervisor supports and leads Specialists handling emergency alarms and calls, helping protect life and property. The supervisor provides real-time guidance during emergencies and escalated or sensitive situations, monitors performance and service-level metrics, and ensures staffing and resources are aligned with organizational objectives. This position is based on-site at the Syracuse, New York facility and offers second- or third-shift schedules.

Requirements

• Associate degree, equivalent military experience, or at least 2 years of relevant customer service work experience.
• Proficient, above-average computer knowledge and skills.
• Excellent written and verbal communication skills.
• Successfully complete and pass the RRMS New Hire Operations Training Course.
• Successfully clear a drug screen and background check to meet industry and security licensing requirements.
• Be able to obtain licenses in all required areas as defined by RRMS.
• Complete the steps necessary to achieve a Department of Defense Secret Clearance.
• Weekend availability is required.

Nice To Haves

• Three years of management, supervisory, or leadership experience is preferred.
• Bilingual Spanish skills are eligible for additional compensation.

Responsibilities

• Directly supervise, support, and guide Specialists handling emergency alarms and calls.
• Provide Specialists with real-time resolution techniques for emergencies and potentially sensitive situations.
• Identify performance deficiencies and training opportunities, and coordinate appropriate training for Specialists.
• Develop and implement tracking mechanisms and workflows that provide insight into staff performance and support ongoing development.
• Monitor and evaluate inbound and outbound alarm and call traffic through multiple automation platforms.
• Serve as the point person for escalated situations, engaging customers and service providers and coordinating with other departments or on-call personnel as needed.
• Oversee staffing levels, attendance, and resource allocation to meet service-level goals and organizational objectives.
• Handle inbound and outbound call traffic as needed.
• Promote a positive, supportive work environment that motivates high performance and recognizes staff contributions.
• Protect employee and company privacy with confidentiality and organizational integrity.

Benefits

• Paid new-hire training
• Shift flexibility
• Annual salary increases
• Medical, dental, and vision coverage
• 401(k)
• Additional compensation for special skills, particularly Spanish bilingual skills
• Paid vacation and sick time
• Wellness program and wellness days off
• Internal advancement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree