Alarm Monitoring Supervisor I

Securitas Technology, part of Securitas, is a world-leading provider of integrated security solutions that protect, connect and optimize businesses of all types and sizes. More than 13,000 colleagues in 40 countries are focused daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience.

About the role

The Monitoring Supervisor (Sonitrol) will oversee and assist monitoring specialists in responding to customer alarm activations, inbound calls, and resolving issues or complaints. This role manages daily shift activities of a 24/7/365 team, ensuring adherence to Securitas Technology core values, company policies, and customer service goals. The position works closely with Monitoring Managers to maintain service levels and supports employee retention through engagement and training.

This is a 2nd shift position with shift differentials: a 5% differential for weekdays and a 30% differential for weekend days.

Responsibilities

• Provide work directions and assignments to monitoring specialists based on current activity and staffing levels.
• Manage employee breaks throughout the shift.
• Resolve and/or escalate customer complaints (Quality Concern Reports) through fact-finding and follow-up.
• Provide coaching and address performance and behavioral concerns for monitoring specialists.
• Serve as a liaison for employees, customers, and visitors; answer questions and direct issues appropriately.
• Improve individual employee performance through monthly one-on-one meetings and ensure awareness of policy/procedural changes.
• Disseminate confidential and sensitive information with discretion.
• Assist with aging phone calls and alarms in monitoring queues as needed.
• Support interviewing candidates for open positions.
• Communicate company goals, expectations, and customer directives to ensure role clarity.
• Attend meetings, events, and special events as required.
• Encourage professionalism, open communication, employee engagement, and retention.
• Perform other related duties as assigned.

Requirements

• High School Diploma or GED/equivalent required.
• 2+ years’ experience in a call center environment preferred.
• 1+ year supervisory experience preferred.
• Department of Defense secret clearance preferred.
• Must be flexible with work schedule to support the needs of a 24/7/365 monitoring center.

Skills

• Excellent supervisory and verbal/written communication skills.
• Extensive knowledge of monitoring operations procedures.
• Organized with attention to detail.
• Ability to resolve customer complaints professionally and calmly.
• Ability to coach, mentor, and train monitoring specialists.
• Ability to work with employees from diverse backgrounds and experience levels.
• Sound judgment, problem-solving, and decision-making skills.
• Proficiency in Microsoft Office Suite or related software.
• Proficiency in operating and navigating Mastermind and/or SONIP platform.
• Intermediate to high proficiency in performing procedures for various customer queues (e.g., SME, National Accounts, Sonitrol).
• Ability to exercise independent judgment and vary from standard operating procedures based on experience.
• Ability to prioritize and align resources in response to shift activities impacting service levels.

Work Environment

• Prolonged periods sitting at a desk and working on a computer.
• Professional office environment/monitoring station with temperature variations.

Benefits

• Opportunity for annual merit pay increases.
• Paid company training.
• Medical, Dental, Vision, and Life Insurance.
• Company-paid Short-Term and Long-Term Disability.
• 401K with 60% match up to 6% of salary.
• Paid vacation, holiday, and sick time.
• Educational assistance.
• Exceptional growth opportunities.
• Wide variety of employee discounts on travel, equipment, and more.