24/7 Monitoring Center Manager – Shift Lead

Securitas Electronic Security Inc.; Uniontown (OH); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Shift premium for eligible shifts

Annual merit pay increases

Medical, Dental, Vision, and Life保险

401K with 60% Match up to 6% of salary

Paid vacation, holiday and sick time

Educational Assistance

Internal career advancement options

Employee discounts

Job summary

Securitas Technology, a division of Securitas, seeks a Monitoring Center Manager to oversee a 24/7/365 team. The role directs shift activities, coaches staff, and ensures adherence to policies while maintaining service levels. Strong leadership and communication are essential for success in a fast-paced alarm monitoring center.

The position requires extensive supervisory experience, a 2nd shift focus, and the ability to coordinate with multiple locations to meet customer service goals.

Qualifications

• High School Diploma or GED/equivalent required.
• 5+ years’ experience in a call center environment preferred.
• 2+ year supervisory experience preferred.
• Flexible work schedule to support a 24/7/365 monitoring operations center.

Responsibilities

• Provides work directions and assignments to monitoring specialists.
• Manages employee breaks and shift coverage.
• Resolves and/or escalates customer concerns (Quality Concern Reports).
• Coaches and addresses performance and behavioral concerns.
• Ensures staff are informed about policy changes via communications.

Skills

Team leadership

Excellent supervisory skills

Verbal and written communication

Attention to detail

Coaching and mentoring

Conflict resolution

Independent judgment

Education

High School Diploma or GED/equivalent

Tools

Microsoft Office Suite

Mastermind

SONIP platform

Job description

Securitas Technology, a division of Securitas, seeks a Monitoring Center Manager to oversee a 24/7/365 team. The role directs shift activities, coaches staff, and ensures adherence to policies while maintaining service levels. Strong leadership and communication are essential for success in a fast-paced alarm monitoring center.

The position requires extensive supervisory experience, a 2nd shift focus, and the ability to coordinate with multiple locations to meet customer service goals.