Alarm Monitoring Supervisor I

Securitas Technology

2nd Shift Monitoring Supervisor (Sonitrol)

Responsibilities

• Oversee and assist monitoring specialists in responding to customer alarm activations, inbound calls, and resolving issues or complaints.
• Manage the daily shift activities of a 24/7/365 team.
• Operate in accordance with Securitas Technology core values by supporting and enforcing company policies, managing staffing levels, and supporting employee retention through engagement and training/development.
• Work closely with Monitoring Managers to maintain service levels to meet company and customer service goals and objectives.

Supervisory Responsibilities

• Provide work directions and assignments to monitoring specialists to handle various customer and phone queue assignments based on current activity and staffing levels.
• Manage employee breaks throughout the shift.
• Resolves and/or escalates customer complaints (Quality Concern Reports).
• Determines validity of complaint via due diligence in fact finding. Initiates appropriate follow-up to ensure resolution of customer issue.
• Provides coaching and addresses performance and behavioral concerns to all monitoring specialists.

Duties & Responsibilities

• Serves as general liaison for employee, customers and visitors; answers questions, provides information, directs problems to appropriate party.
• Applies procedural knowledge and works with in company policy to improve individual employee performance via monthly one-on-one meetings.
• Ensures that monitoring specialists are informed about policy/procedural changes via written and verbal correspondence, bulletins, and written pass-down memos requiring individual employee sign-off.
• Always applies discretion in dissemination of confidential and sensitive information in nature.
• Provides hands on assistance with aging phone calls and alarms in the various monitoring queues as needed.
• Assists, as needed, with interviewing candidates for open positions.
• Effectively communicates company goals, expectations; as well as customer directives so every employee understands his/her role.
• Attend meetings, events and special events as needed.
• Encourages professionalism, open communication, employee engagement and retention.
• Performs other related duties as assigned.

Required Skills/Abilities

• Excellent supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of monitoring operations procedures.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor monitoring specialists.
• Ability to interact and work with employees from various backgrounds and experience levels.
• Ability to exercise sound judgment and problem solving and decision-making skills.
• Ability to communicate, support, and enforce all department policies.
• Proficient in Microsoft Office Suite or related software.
• Proficient in operating and navigating in Mastermind and/or SONIP platform.
• Intermediate to high proficiency in ability to perform procedures for various customer queues including but not limited to SME, National Accounts, Sonitrol, etc.
• Ability to exercise independent judgment based on experience to vary from standard operating procedures.
• Ability to coach, mentor and train monitoring specialists.
• Ability to prioritize and align resources in response to varying shift activities that impact service levels.

Physical Demands/Work Environment

• Prolonged periods sitting at a desk and working on computer.
• Professional Office Environment/Monitoring Station Variations of Temperature.

Education And Experience

• High School Diploma or GED/equivalent required.
• 2+ years’ experience in 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.

Securitas Offers

• Comprehensive Benefits Including 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.
• Employee Educational Assistance.
• Exceptional growth opportunities.
• Wide variety of employee discounts on travel, equipment, and more!

About the Role

• 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.
• The Monitoring Supervisor is responsible for overseeing and assisting monitoring specialists in performing their job duties, managing the daily shift activities of a 24/7/365 team, and ensuring compliance with company policies and procedures.

Qualifications

• High School Diploma or GED/equivalent required.
• 2+ years’ experience in 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 skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of monitoring operations procedures.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor monitoring specialists.
• Ability to interact and work with employees from various backgrounds and experience levels.
• Ability to exercise sound judgment and problem solving and decision-making skills.
• Ability to communicate, support, and enforce all department policies.
• Proficient in Microsoft Office Suite or related software.
• Proficient in operating and navigating in Mastermind and/or SONIP platform.
• Intermediate to high proficiency in ability to perform procedures for various customer queues including but not limited to SME, National Accounts, Sonitrol, etc.
• Ability to exercise independent judgment based on experience to vary from standard operating procedures.
• Ability to coach, mentor and train monitoring specialists.
• Ability to prioritize and align resources in response to varying shift activities that impact service levels.

Benefits

• Comprehensive Benefits Including 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.
• Employee Educational Assistance.
• Exceptional growth opportunities.
• Wide variety of employee discounts on travel, equipment, and more!