Monitoring Team Manager

ADT • Manasquan, NJ

13h • $60,000 - $86,100 • Onsite

About The Position

Facilitate, coach, and provide leadership and resources for a team consisting of average of 20 - 30 team members. Provide guidance, support, advice, and experience and enable the team with regards to continuous development, call review, and techniques for assisting customers during a live alarm scenario. Responsible for the efficient handling of alarms and inbound customer call backs relating to their ADT alarm activities.

Requirements

• Two-year degree in Business, Liberal Arts, or related program required. Four-year degree preferred. Relevant experience can be substituted.
• Two (2) years of experience in a customer service or call center-related position.
• Two (2) years of experience in a supervisory capacity, preferably in a service environment or call center managing non-exempt level employees.
• Managerial, excellent communication and interpersonal skills required.
• Must be PC proficient.
• Must understand call center dynamics and key measurements.
• Working knowledge of Microsoft products (Excel, Word, PowerPoint, and Teams).
• Must reside near the Manasquan, NJ Monitoring Center.
• Shift flexibility is required.
• Training will be conducted on a rotating shift schedule; however, the assigned home shift will be 3rd shift (11:00 PM–7:00 AM).

Nice To Haves

• Knowledge of MasterMind monitoring products is beneficial but not required.

Responsibilities

• Facilitate, coach, and provide leadership and framework for daily activities.
• Increase team's process and business knowledge/understanding, enabling higher levels of performance productivity and efficiency.
• Ensure staff works within the guidelines established by the organization.
• Provide guidance, support, advice, and experience.
• Monitor and review team member performance and provide feedback.
• Provide individual performance trends and analysis to team members.
• Assist team members in developing and implementing team and individual measurements in support of process, procedures, and organizational goals.
• Responsible for managing conflict and diversity.
• Foster team building and group dynamics; provide career development planning and opportunities.
• Lead team by role modeling company values.
• Provide technical education on call center strategies, including all related policies and applicable laws governing alarm and call handling.
• Communicate business performance and direction.
• Other duties as assigned.

Benefits

• We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others.
• Employees accrue up to 120 hours in their first year.
• Your accrual rate increases after your first year.
• We also offer 6 paid holidays.

What This Job Offers

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