24/7 Shift Monitoring Center Supervisor

Securitas Technology Corporation; Uniontown (OH); In loco; USD 55.000 - 70.000; Tempo pieno

Descrizione del lavoro

Securitas Technology Corporation is seeking a Manager, Shift Monitoring Operations in Uniontown, OH for a full-time role overseeing a 24/7 monitoring center. Responsibilities include directing monitoring specialists, handling queue assignments, and maintaining service levels while aligning with company goals.

The role requires strong supervisory skills, call center experience, and the ability to coach staff and resolve customer issues. Competitive salary and comprehensive benefits offered.

Competenze

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

Mansioni

• 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 elevate customer concerns (Quality Concern Reports). Determines validity of complaint via due diligence in fact finding.
• Provides coaching and address performance and behavioral concerns to all monitoring specialists.
• Applies procedural knowledge and work within company policy to improve individual employee performance via monthly one-on-one meetings.
• Ensures staff are informed about policy changes via communications and memos.
• Assist, as needed, with interviewing candidates for open positions.
• Effectively communicates company goals, expectations and directives to staff.
• Attend meetings and events as needed.
• Encourages professionalism, open communication, employee engagement and retention.
• Perform other related duties as assigned.

Formazione

High School Diploma or GED

Strumenti

Mastermind

SONIP

Microsoft Office

Descrizione del lavoro

Securitas Technology Corporation is seeking a Manager, Shift Monitoring Operations in Uniontown, OH for a full-time role overseeing a 24/7 monitoring center. Responsibilities include directing monitoring specialists, handling queue assignments, and maintaining service levels while aligning with company goals.

The role requires strong supervisory skills, call center experience, and the ability to coach staff and resolve customer issues. Competitive salary and comprehensive benefits offered.