Contact Center Supervisor

Location

100% in-office at our facility in Syracuse, NY.

Hours

• 2nd Shift (1500 – 2330)
• 3rd Shift (2300 – 0730)

About the role

The Contact Center Supervisor supports and leads Specialists while they handle emergency dispatches and escalated responses. Supervisors focus on real-time data metrics to ensure the department meets customer-service and service-level expectations, leading by example and upholding the mission of protecting life and property.

Responsibilities

• Directly supervise, support, and guide day-to-day activities of Specialists handling emergency alarms and calls
• Provide real-time resolution techniques in emergencies and sensitive situations
• Identify deficiencies and coordinate appropriate training for Specialists
• Develop and implement tracking mechanisms and workflows that provide clear insight into staff performance and support ongoing development
• Monitor and evaluate inbound and outbound alarm and call traffic through multiple automation platforms
• Serve as point person for escalated customer and service-provider situations requiring assistance from other departments or on-call personnel
• Oversee staffing levels, attendance, and resource allocation to ensure adherence to service-level goals and organizational objectives
• Handle inbound and outbound call traffic as needed
• Promote a positive, supportive work environment that motivates high performance and recognizes staff contributions
• Protect employee and company privacy with the utmost confidentiality and organizational integrity

Qualifications

• Associate degree, equivalent military experience, or 2+ years of relevant customer-service work experience
• 3+ years of management, supervisory, or leadership experience preferred
• Must successfully complete and pass the RRMS New Hire Operations Training Course
• Proficient computer knowledge and skills
• Excellent written and verbal communication skills
• Successfully clear drug screen and background check to meet industry and security-licensing requirements
• Ability to be licensed in all required areas as defined by RRMS
• Required to complete steps necessary to achieve a Department of Defense Secret Clearance
• Weekend availability required

Working Conditions

Office environment; may require lifting up to 10 lbs.

Equipment Used

General office equipment.

About Rapid Response

Rapid Response Monitoring is a national leader in alarm and security-system monitoring, designated an Essential Business by the Department of Homeland Security. Founded and headquartered in Syracuse in 1992, with additional offices in California and Nevada, we protect life and property 24/7/365. Our specialists serve as the monitoring backbone for thousands of alarm companies across the country, responding to emergencies such as fires, medical crises, and security incidents. Supported by teams of experts, we provide critical response services that safeguard residences and businesses nationwide.