Monitoring Center Manager Securitas Technology, part of Securitas, is a world-leading provider of integrated security solutions that protect, connect, and optimize businesses of all types and sizes. More than 13,000 colleagues in 40 countries are focused daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience. With clients at the heart of all we do, our people, knowledge, and technology power our connected ecosystem of health, safety and security solutions and services. The Monitoring Center Manager will oversee and assist with processing Inbound and Outbound customer alarm traffic. They will also assist specialists in the performance of their job duties such as responding to customer alarm activations, taking inbound calls, and resolving customer concerns. The Monitoring Center Manager is responsible for the management of the daily shift activities of a 24/7/365 team. The Monitoring Center Manager is expected to operate in accordance with Securitas Technology core values by supporting and enforcing company policies, manage staffing levels, supporting employee retention through engagement along with training and development. This position will work closely with the Monitoring Managers across all locations to maintain service levels while meeting company and customer service goals and objectives.
Manager Responsibilities:
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 escalate customer concerns (Quality Concern Reports). Determines validity of complaint via due diligence in fact finding. Initiates appropriate follow-up to ensure resolution of customer issue.
Provides coaching and address performance and behavioral concerns to all monitoring specialists.
Duties/Responsibilities:
Serves as general liaison for employee, customers and visitors; answers questions, provides information, directs problems to appropriate party.
Applies procedural knowledge and work within company policy to improve individual employee performance via monthly one-on-one meetings.
Ensures that monitoring specialists are informed about policy/procedural changes via written and verbal correspondence, bulletins, and written pass-down memos requiring individual employee sign-off.
Always applies discretion in dissemination of confidential and sensitive information in nature.
Provides hands on assistance with aging phone calls and alarms in the various monitoring queues as needed.
Assists, as needed, with interviewing candidates for open positions.
Effectively communicates company goals, expectations; as well as customer directives so every employee understands his/her role.
Attend meetings, events and special events as needed.
Encourages professionalism, open communication, employee engagement and retention.
Performs other related duties as assigned.
Required Skills/Abilities:- Excellent supervisory skills.
- Excellent verbal and written communication skills.
- Extensive knowledge of monitoring operations procedures.
- Organized with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional demeanor that exemplifies the company's core values.
- Ability to coach and mentor monitoring specialists.
- Ability to interact and work with employees from various backgrounds and experience levels.
- Ability to exercise sound judgment and problem solving and decision-making skills.
- Ability to communicate, support, and enforce all department policies.
- Proficient in Microsoft Office Suite or related software.
- Proficient in operating and navigating in Mastermind and/or SONIP platform
- Ability to exercise independent judgment based on experience to vary from standard operating procedures.
- Ability to coach, mentor and train monitoring specialists.
- Ability to prioritize and align resources in response to varying shift activities that impact service levels delivery efforts.
Physical Demands/Work environment:
Prolonged periods sitting at a desk and working on a computer Professional Office Environment/Monitoring Station
Education and Experience:
High School Diploma or GED/equivalent required.5 + years' experience in call center environment preferred2 + year supervisory experience preferred Flexible work schedule to support the needs of a 24/7/365 monitoring operations center. Securitas offers comprehensive benefits including Alarm Monitoring Operator Pay Progression Program, Shift premium for eligible assigned shifts, Opportunity for annual merit pay increases, Paid company training Medical, Dental, Vision, and Life Insurance, Company Paid Short Term and Long-Term Disability,401K with 60% Match up to 6% of salary, Paid vacation, holiday and sick time, Educational Assistance, Exceptional internal career advancement opportunities and a wide variety of employee discounts on travel, equipment, and more! We are a nationwide provider of security solutions, and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.
