Overnight Shift Monitoring Center Supervisor

Affiliated Monitoring•Houston, TX

11h•Onsite

About The Position

Affiliated Monitoring keeps millions of people safe by monitoring the health and security systems that protect them. With over fifty years of success, Affiliated Monitoring is a rock-solid company that leverages today’s technologies for continued aggressive growth. Based in New Jersey and Texas with a national presence, the company fosters a positive entrepreneurial vibe and a healthy work/life balance. The team protects millions by monitoring security, fire alarm, and medical alert systems. This full-time Manager position in the Houston, TX monitoring center is critical for managing the 24X7 operation and will be responsible for supervising a team of approximately 15 Specialists. The position is primarily overnight and requires a 5X8-hour shift, with exact schedule and hours to be discussed during the interview process.

Requirements

Must have excellent communication and interpersonal skills
Leadership and people-centric skills and attitude
Ability to collaborate with other departments to accomplish daily objectives
Conflict Resolution
Problem solving abilities
Outstanding organizational and time management skills
Candidate will have great attention to detail along with the ability to think quickly on their feet
Ability to multi-task managerial tasks in a high paced environment
Must have excellent computer skills and be able to learn and teach innovative technology
Minimum HS Diploma/GED

Nice To Haves

Leadership experience in a customer service or call center environment is preferred

Responsibilities

Supervise, motivate, train, and coach a team of approximately 15 Monitoring Center Specialists
Create a positive work environment and inspire exceptional performance and growth
Embody and exemplify Affiliated’s Core Values
Perform consistent and timely coaching in an organized and well documented manner
Manage goals and progressive discipline procedures for your team
Monitor calls for Quality Assurance and efficiency
Effectively manage your team’s performance in scheduling/attendance, call volume, and quality among other metrics
Analyze data and leverage tools that provide actionable insights that drive performance, productivity, and optimal efficiency
Handle escalated Customer Service inquiries and call overflow from the representatives
Ensure proper and consistent communication across several different departments within the company and at times with Partners
Proactively identify potential issues and recommend enhancements to implement best practices
Manage tasks with minimal supervision
Open and flexible to a dynamic work environment
Ensure employee adherence to all departmental policies and procedures
Handle alarms and calls during high-traffic periods based on queue management guidelines
Provide Monitoring Center Supervisor duties as needed