Monitoring Center Lead: Life-Safety & Customer Care

Wayne Alarm; Lynn (MA); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Benefits (Full Time Employment)

ICHRA Health Insurance plans with公司-?

100% paid dental insurance

Job summary

Wayne Alarm Systems is seeking a hands-on Monitoring Center Supervisor to lead an assigned shift within our Monitoring Center. This frontline leadership role requires comfort with decision-making, coaching staff, accountability, and staying engaged in a fast-paced environment focused on life safety and exceptional customer service.

The role is full-time and onsite, with responsibility for ensuring staff performance, adherence to procedures, and effective escalation handling.

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, or similar procedure-driven work is a plus, with confidentiality and pre-employment requirements.

Responsibilities

• Actively manage the Monitoring Center and maintain awareness of shift activity.
• Ensure operators are engaged, productive, and following procedures.
• Step in during high-volume periods, escalations, or challenging customer situations.
• Coach employees through feedback, 1:1 meetings, training, and retraining.
• Address performance or conduct concerns and hold employees accountable.
• Complete documentation and disciplinary conversations when necessary.
• Support new-hire training and ongoing development.
• Communicate staffing concerns and operational issues to management.
• Participate in leadership meetings and follow up on action items.
• Maintain advanced knowledge of monitoring systems, procedures, and customer expectations.

Skills

Leadership

Coaching

Customer service

Life safety

Decision making

Teamwork

Accountability

Education

High school diploma, GED, or equivalent

Job description

Wayne Alarm Systems is seeking a hands-on Monitoring Center Supervisor to lead an assigned shift within our Monitoring Center. This frontline leadership role requires comfort with decision-making, coaching staff, accountability, and staying engaged in a fast-paced environment focused on life safety and exceptional customer service.

The role is full-time and onsite, with responsibility for ensuring staff performance, adherence to procedures, and effective escalation handling.