24/7 Monitoring Center Operations Manager

Securitas Technology Corporation; Uniontown (Fayette County); On-site; USD 55,000 - 70,000; Full time

Job summary

Securitas Technology Corporation is seeking a Manager of Shift Monitoring Operations in Uniontown, OH to oversee a 24/7 monitoring center. You will direct monitoring specialists, monitor alarm activity, and ensure timely resolution of customer concerns.

The role emphasizes leadership, coaching, and adherence to company policies, with a focus on staffing, training, and engagement across shifts.

Qualifications

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

Responsibilities

• Provides work directions and assignments to monitoring specialists to handle various customer and phone queue assignments based on current activity and staffing levels.
• Manages employee breaks throughout the shift.
• Resolves and/or escalates customer concerns; determines validity of complaints and initiates follow-up to ensure resolution.
• Coaches and addresses performance and behavioral concerns to staff.

Skills

Excellent supervisory skills

Verbal and written communication

Monitoring operations procedures

Organized and detail oriented

Coaching and mentoring

Diversity and teamwork

Problem solving and decision making

Policy enforcement

MS Office / Mastermind / SONIP

Resource prioritization

Education

High School Diploma or GED/equivalent

5+ years call center experience

2+ years supervisory experience

Tools

Mastermind

SONIP

Microsoft Office Suite

Job description

Securitas Technology Corporation is seeking a Manager of Shift Monitoring Operations in Uniontown, OH to oversee a 24/7 monitoring center. You will direct monitoring specialists, monitor alarm activity, and ensure timely resolution of customer concerns.

The role emphasizes leadership, coaching, and adherence to company policies, with a focus on staffing, training, and engagement across shifts.