Manager, Shift Monitoring Operations

Securitas Technology Corporation•Uniontown, OH

3h•$55,000 - $70,000•Onsite

About The Position

The Monitoring Center Manager will oversee and assist with processing Inbound and Outbound customer alarm traffic. They will also assist specialists in the performance of their job duties such as responding to customer alarm activations, taking inbound calls, and resolving customer concerns. The Monitoring Center Manager is responsible for the management of the daily shift activities of a 24/7/365 team. The Monitoring Center Manager is expected to operate in accordance with Securitas Technology core values by supporting and enforcing company policies, manage staffing levels, supporting employee retention through engagement along with training and development. This position will work closely with the Monitoring Mangers across all locations to maintain service levels while meeting company and customer service goals and objectives. This is a 1st Shift Position.

Requirements

Excellent supervisory skills.
Excellent verbal and written communication skills.
Extensive knowledge of monitoring operations procedures.
Organized with attention to detail.
Ability to resolve customer complaints and issues while maintaining a professional demeanor that exemplifies the company’s core values.
Ability to coach and mentor monitoring specialists.
Ability to interact and work with employees from various backgrounds and experience levels.
Ability to exercise sound judgment and problem solving and decision-making skills.
Ability to communicate, support, and enforce all department policies.
Proficient in Microsoft Office Suite or related software.
Proficient in operating and navigating in Mastermind and/or SONIP platform
Ability to exercise independent judgment based on experience to vary from standard operating procedures.
Ability to coach, mentor and train monitoring specialists.
Ability to prioritize and align resources in response to varying shift activities that impact service levels delivery efforts.
High School Diploma or GED/equivalent required.
Flexible work schedule to support the needs of a 24/7/365 monitoring operations center.

Nice To Haves

5+ years’ experience in call center environment preferred
2+ year supervisory experience preferred

Responsibilities

Provide work directions and assignments to monitoring specialists to handle various customer and phone queue assignments based on current activity and staffing levels.
Manage employee breaks throughout the shift.
Resolves and/or escalate customer concerns (Quality Concern Reports). Determines validity of complaint via due diligence in fact finding. Initiates appropriate follow-up to ensure resolution of customer issue.
Provides coaching and address performance and behavioral concerns to all monitoring specialists.
Serves as general liaison for employee, customers and visitors; answers questions, provides information, directs problems to appropriate party.
Applies procedural knowledge and work within company policy to improve individual employee performance via monthly one-on-one meetings.
Ensures that monitoring specialists are informed about policy/procedural changes via written and verbal correspondence, bulletins, and written pass-down memos requiring individual employee sign-off.
Applies discretion in dissemination of confidential and sensitive information in nature.
Provides hands on assistance with aging phone calls and alarms in the various monitoring queues as needed.
Assists, as needed, with interviewing candidates for open positions.
Effectively communicates company goals, expectations; as well as customer directives so every employee understands his/her role.
Attend meetings, events and special events as needed.
Encourages professionalism, open communication, employee engagement and retention.
Performs other related duties as assigned.