3rd Shift Supervisor - Central Technology Center (CTC) - Chattanooga, TN

About the role

Central Technology Center (CTC) Shift Supervisors oversee the operations of the CTC, working closely with CTC Operators 1 and 2. In this role, you will run your assigned shift, ensure compliance among operators, provide support, and uphold policies and pass-downs. You will have the authority to send operators home when necessary, including issuing disciplinary actions, write-ups, and conducting crucial conversations. You will also handle call-outs on your shift.

Responsibilities

• Lead and manage the assigned shift within the Central Technology Center, ensuring smooth operations and adherence to established procedures.
• Work closely with CTC Operators, providing guidance, support, and addressing their questions, concerns, and call-offs during the shift.
• Ensure compliance among CTC Operators, monitoring their adherence to policies, procedures, and quality assurance standards.
• Assist in the training and development of CTC Operators, ensuring they have the necessary knowledge and skills to perform their duties effectively.
• Collaborate with the CTC Quality Assurance Coordinator and other Supervisors to maintain consistency and enforce policies and pass-downs throughout shifts.
• Foster a positive and inclusive work environment, promoting teamwork, effective communication, and a culture of continuous improvement.
• Monitor the performance of CTC Operators and provide feedback to assist in their professional growth and development.
• Address any operational issues or emergencies promptly and escalate them to the CTC Manager or Quality Assurance Coordinator when necessary.
• Keep abreast of industry trends, technologies, and best practices relevant to the CTC operations, and recommend enhancements when applicable.
• Uphold safety protocols and guidelines to ensure a secure working environment within the CTC.
• Conduct video investigations when requested by clients.
• Engage in responsive external conversations with clients.
• Train new Operators and ensure ongoing training as necessary to support their professional development.
• Compile and deliver a variety of reports to the necessary parties.
• Perform other security-related functions as directed by management and clients.

Supervisory Responsibilities

• Supervise CTC Operators.
• Investigate video requests from clients.
• Run reports on performance and alarm handling.
• Train new operators.

Requirements

• High school diploma or equivalent; additional relevant certifications or vocational training are a plus.
• Previous experience in a leadership or lead role, preferably in a technology-centered or operations environment.
• Strong leadership skills with the ability to motivate and guide a team effectively.
• Knowledge of quality assurance standards and processes, ensuring compliance among team members.
• Familiarity with Central Technology Center operations and the responsibilities of CTC Operators.
• Excellent organizational and time management abilities, capable of prioritizing tasks and meeting deadlines.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
• Detail-oriented mindset with the ability to enforce policies, procedures, and pass-downs effectively.
• Problem-solving aptitude and the ability to make sound decisions under pressure.
• Flexibility to work different shifts as required, including weekends and holidays.

Qualifications

• Minimum of 1 year of customer service experience.
• 1 year of experience with remote, dispatch, or alarm monitoring (preferred).
• Minimum of 2 years in Supervisor or Lead positions.
• Prior camera and/or alarm integrator experience is a plus.
• Tennessee Alarm Monitoring License or ability to obtain.

Skills

• Ability to read and comprehend simple instructions, short correspondence, and memos in English.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees.
• Bilingual is a plus.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Pay

$22—$22 USD per hour.

Benefits

We offer unique and generous benefits for all employees, including opportunities for career growth.