Alarm Monitoring Supervisor I

Job Duties

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.

Serves as a point of contact for employees, customers, and visitors; answers questions, provides information, and directs problems to the 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.

Affords 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.

Affords assistance, 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.

Communicates effectively with employees, customers, and visitors regarding company goals, expectations, and customer directives.

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.