Alarm Monitoring Operator Lead

Securitas Technology 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 Lead will support monitoring managers and supervisors (as needed); with theoversight of monitoring specialists’ job performance,i.e., responding to customer alarm activations,inbound calls and resolving issues or complaints. The Monitoring Lead is expected to operate inaccordance to Securitas Security’s core values by supporting and enforcing company policies, managestaffing levels, supporting employee retention through engagement and training / development of a24 / 7 / 365 team as needed. This position will work closely with the Monitoring Managers andSupervisors to maintain service levels to meet company and customer service goals and objectives.Job Duties : Supervisory ResponsibilitiesProvide work directions and assignments to monitoring specialists to handle various customerand phone queue assignments based on current activity and staffing levels as needed.Manage employee breaks throughout the shift as needed.Resolves and / or escalate customer complaints (Quality Concern Reports). Determines validityof complaint via due diligence in fact finding. Initiates appropriate follow-up to ensureresolution of customer issue as needed.Address performance and behavioral concerns off all monitoring specialists as needed.Duties / ResponsibilitiesWorking Lead – 50% spent as monitoring specialist.Supports the monitoring supervisors to direct resources on the shift to handle aging phone callsand alarm signal activity in the various monitoring queues as needed.Conduct controlled environment and continuing education training for monitoring specialists.Serves as general liaison for employee, customers and visitors; answers questions, providesinformation, directs problems to appropriate party.Ensures that monitoring specialists are informed about policy / procedural changes via written and verbal correspondence, bulletins, and written pass-down memos requiring individualemployee sign-off.Applies discretion at all times in dissemination of confidential and sensitive information innature.Attend meetings, events and special events as needed.Encourages professionalism, open communication, employee engagement and retention.Performs other related duties as assigned.Required Skills / AbilitiesExcellent 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 and calmdemeanor.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 platformIntermediate to high proficiency in ability to perform procedures for various customer queuesincluding but not limited to SME, National Accounts, Sonitrol, etc.Ability to exercise independent judgment based on experience to vary from standard operatingprocedures.Ability to mentor and train monitoring specialists.Ability to prioritize and align resources in response to varying shift activities that impactservice levels.Physical Demands / Work environmentProlonged periods sitting at a desk and working on computerProfessional Office Environment / Monitoring StationVariations of TemperatureEducation and ExperienceHigh School Diploma or GED / equivalent required.1 year experience in call center environment preferredDepartment of Defense secret clearance preferredMust be flexible with work schedule to support the needs of a 24 / 7 / 365 monitoring centerWe 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.