Service Operations Supervisor

Vector Security•,

27d•$54,488 - $87,029•Remote

About The Position

The Service Operations Supervisor supervises a team of Operations Coordinators to provide operational excellence through an efficient service and repair process for life safety and asset protection systems serving Vector Security Networks customers. The role is responsible for resolving escalations, internal and external reporting, and maintaining Service Level Agreements. It also oversees team workflow and performance, communicates with clients and internal stakeholders, coaches team members, and supports training and performance development.

Requirements

High school diploma or GED equivalent.
Ability to coach and provide feedback on improvement areas, process alignment, and workflow.
Ability to motivate peers and/or direct reports and encourage teamwork through collaboration and sharing best practices.
Experience with Microsoft Office products, including Excel, Word, and PowerPoint.
Ability to manage expectations using key performance indicators related to service progression.

Nice To Haves

One to two years of supervisory experience.
Electronic security industry or call center experience as a lead or supervisor.
Experience with MS D365.

Responsibilities

Oversee daily Operations Coordinator workflow, including reviewing individual performance metrics, ensuring tasks are completed, processing incoming work, and progressing existing work orders.
Work with the team to improve service efficiency and address service opportunities.
Review team timesheets and performance and conduct biweekly team reviews.
Review open work orders and service opportunities with technicians daily.
Review the scheduling dashboard daily to monitor service ticket progress and closures.
Search, review, and assign emergency service requests, ensuring all requests are assigned.
Act as the ROCS team's point of contact for escalated and specialized requests and assign them for processing.
Communicate with Vector Security Networks clients about escalations, large-scale service work, and overall service performance.
Assist in resolving customer complaints related to service dispatch performance.
Coach team members on their performance and responsibilities.
Coordinate with departmental and divisional leaders on service work requiring their input or expertise, sharing schedule and scope details to support successful outcomes.
Hold team and individual meetings to provide feedback and identify additional training opportunities.
Work with leadership and training staff to develop team training programs.
Coordinate with the Service Billing team to address TSP billing issues and work-order concerns.
Distribute and reinforce policies and procedures to team members.
Monitor coordinator dashboards and workflow to ensure timeliness and volume metrics are met.
Participate in developing team members' performance reviews.
Manage travel costs through regional TSP selection, bundling jobs for travel, and resolving issues in as few trips as possible.
Manage expectations using performance indicators, including response and repair days, return trips, and partner compliance with portal usage.