1st Shift Monitoring Center Supervisor

Securitas Technology; Uniontown (OH); Sur place; USD 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Pay progression

Shift premium

Merit pay

Paid training

Insurance (Medical/Dental/Vision/Life)

Disability insurance

401K matching

Paid vacation/holidays

Educational assistance

Career advancement

Employee discounts

Résumé du poste

Securitas Technology in the United States is seeking a Monitoring Center Manager to oversee 24/7 shift operations and guide a team of monitoring specialists. You will provide work directions, manage breaks, and address customer issues while ensuring service levels meet company goals.

The role emphasizes coaching, performance feedback, policy communication, and collaboration with other locations to maintain high standards and a safe customer experience.

Qualifications

• 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 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
• 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 delivery efforts.

Responsabilités

• 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 escape customer concerns (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 address performance and behavioral concerns to all monitoring specialists.
• Serves as general liaison for employee, customers and visitors; answers questions, provides information, directs problems to appropriate party.
• Applies procedural knowledge and work within 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.

Connaissances

Supervisory skills

Communication skills

Monitoring procedures

Attention to detail

Customer resolution

Coaching

Diversity awareness

Problem solving

Policy enforcement

Microsoft Office

Mastermind

SONIP

SOP deviation

Training

Resource planning

Formation

High School Diploma or GED

Outils

Mastermind

SONIP

Microsoft Office

Description du poste

Securitas Technology in the United States is seeking a Monitoring Center Manager to oversee 24/7 shift operations and guide a team of monitoring specialists. You will provide work directions, manage breaks, and address customer issues while ensuring service levels meet company goals.

The role emphasizes coaching, performance feedback, policy communication, and collaboration with other locations to maintain high standards and a safe customer experience.