Monitoring Center Supervisor

Wayne Alarm Systems Inc•Lynn, MA

1d•$24 - $25•Onsite

About The Position

Wayne Alarm Systems is seeking a strong, hands-on Monitoring Center Supervisor to lead an assigned shift within our Monitoring Center. This is a frontline leadership position for someone comfortable making decisions, coaching employees, holding people accountable, and staying actively engaged in a fast-paced environment. The Monitoring Center plays a critical role in protecting customers, and this leader must understand the importance of life safety, exceptional customer service, teamwork, and accountability.

Requirements

High school diploma, GED, or equivalent required.
Strong verbal, written, telephone, listening, and computer skills.
Ability to maintain confidentiality and complete applicable pre-employment requirements.
Hands-on leader who is comfortable being present and engaged with your team.
Naturally take initiative instead of waiting to be told what needs to be done.
Can read the room, recognize problems early, and take appropriate action.
Comfortable making decisions in a fast-paced, life-safety environment.
Can remain calm and professional during high-volume or stressful situations.
Willing to have difficult conversations and hold employees accountable.
Can coach an employee while still maintaining clear expectations.
Communicate clearly and professionally with employees, customers, peers, and management.
Strong customer service skills and can teach those skills to others.
Follow through on commitments and take ownership when something goes wrong.
Comfortable receiving feedback and continuously developing yourself.

Nice To Haves

Previous alarm monitoring experience is preferred but not required.
Experience in customer service, call centers, dispatch, healthcare, banking, insurance, hospitality, technical support, logistics, or similar procedure-driven work is a plus.

Responsibilities

Actively manage the Monitoring Center and maintain awareness of what is happening throughout your shift.
Ensure operators are engaged, productive, and following established procedures.
Step in during high-volume periods, escalations, or challenging customer situations.
Coach employees through regular feedback, 1:1 meetings, phone/voice reviews, training, and retraining.
Recognize strong performance while addressing performance or conduct concerns when expectations are not being met.
Hold employees accountable for attendance, professionalism, productivity, quality, and policy compliance.
Conduct corrective and disciplinary conversations when necessary and complete appropriate documentation.
Support new-hire training and continued development of existing employees.
Communicate staffing concerns, performance trends, and operational issues to Monitoring Center management.
Participate actively in leadership meetings and L10s and follow through on assigned action items.
Maintain advanced knowledge of our monitoring systems, procedures, protocols, and customer service expectations.
Complete and maintain required training and certifications, including requirements associated with TMA Five Diamond standards.
Work collaboratively with other supervisors, managers, Database, Customer Service, and other departments.