Central Station Operations Manager

People Architects, a leader in the Fractional HR/Talent Acquisition, is an exclusive partner with Quick Response, a 24-hour safety and security monitoring company located near Independence Ohio is hiring Central Station Operations Manager to lead and support the Central Station location.

The Central Station Operations Manager is responsible for the day-to-day operations of all Central Station-related activities including staffing, personnel development and deployment of monitoring technologies and related processes. They are responsible for ensuring timely and accurate alarm response and the consistent delivery of an exceptional customer experience. The person in this position plays an active role in enterprise-wide initiatives and works closely with other departments to deploy technologies, identify ways to gain efficiencies and continuously improve the customer experience. We are looking for an experienced manager with proven leadership skills.

ESSENTIAL RESPONSIBILITIES:

Ensure proper planning, staffing, and direction for the dispatch center.
Review all operations performance daily to ensure optimal production is reached.
Manage and provide leadership to supervisors and alarm dispatchers.
Ensure proficient training, staff development, and effective employee recognition is achieved for all operational personnel.
Data Analysis to meet targets and goals to ensure desired service level.
Review various reports and statistical data and develop suitable action plans to effect continuous improvement.
Authorize and coordinate changes in staffing schedules.
Participate in customer calls regarding dispatch center procedures and customer concerns.
On-Boarding and setup of new dealers

QUALIFICATIONS:

Two to three years of management experience in a call center, emergency medical
dispatch center or related industry.
Experience in managing staff of 20 to 30 employees.
Experience with metrics reporting.

Strong verbal and written communication skills.
Excellent organizational and time management skills with the ability to work under time
constraints and meet deadlines.
Ability to implement change and improve overall service quality and customer satisfaction.

Strong leadership skills – leads by example / demonstrated ability to promote and maintain a culture of high performance and high morale.

Highly proficient computer skills (MS suite of applications such as Word, Excel, etc.).

Preferred candidates will possess an in-depth understanding of alarm automation systems, alarm event processing and programming formats. Stages automation platform experience preferred.
Preferred candidates will have an In-depth understanding of Central Station standards of operations and certification agencies UL and TMA certified
Preferred candidate will possess proficiency in Central Station Automation software and
related applications.

Job Type: Full-time

Salary: $40,000.00 - $55,000.00 per year
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Schedule:
8 hour shift

Salary : $40,000 - $55,000