Life-Safety Monitoring Center Lead

Wayne Alarm Systems Inc; Lynn (MA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

ICHRA Health Insurance plans with公司

Dental insurance

Job summary

Wayne Alarm Systems is seeking a Monitoring Center Supervisor to lead an assigned shift in our 24/7 Monitoring Center. You will oversee operations, coach staff, and ensure compliance with life-safety procedures and customer service standards.

The role requires hands-on leadership, decision-making under pressure, and the ability to maintain calm in fast-paced, high-volume environments. Full-time, onsite position with growth opportunities.

Qualifications

• High school diploma, GED, or equivalent required.
• Strong verbal, written, telephone, listening, and computer skills.
• Previous alarm monitoring experience is preferred but not required.
• Experience in customer service, call centers, dispatch, healthcare, banking, insurance, hospitality, technical support, logistics, or similar procedure-driven work is a plus.
• Ability to maintain confidentiality and complete applicable pre-employment requirements.

Responsibilities

• Actively manage the Monitoring Center and maintain awareness of shift activities.
• Ensure operators are engaged, productive, and following procedures.
• Step in during high-volume periods, escalations, or challenging customer situations.
• Coach employees through regular feedback, 1:1 meetings, training, and retraining.
• Address attendance, professionalism, productivity, quality, and policy compliance.

Skills

Leadership

Coaching

Customer service

Decision making

Communication

Job description

Wayne Alarm Systems is seeking a Monitoring Center Supervisor to lead an assigned shift in our 24/7 Monitoring Center. You will oversee operations, coach staff, and ensure compliance with life-safety procedures and customer service standards.

The role requires hands-on leadership, decision-making under pressure, and the ability to maintain calm in fast-paced, high-volume environments. Full-time, onsite position with growth opportunities.