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 Supervisor will oversee and assist monitoring specialists in the performance of their job duties such as responding to customer alarm activations, inbound calls, and resolving issues or complaints. The Monitoring Supervisor is responsible for the management of the daily shift activities of a 24 / 7 / 365 team. The Monitoring Supervisor 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 and training / development. This position will work closely with the Monitoring Mangers to maintain service levels to meet company and customer service goals and objectives.
Job Duties :
Supervisory 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 complaints (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 works with in 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.Applies discretion at all times 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 the interviewing of 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 and calm demeanor.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 queues including but not limited to SME, National Accounts, Sonitrol, etc.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.Physical Demands / Work environment :
Prolonged periods sitting at a desk and working on computerProfessional Office Environment / Monitoring StationVariations of TemperatureEducation and Experience :
High School Diploma or GED / equivalent required.2 years’ experience in call center environment preferred1 year supervisory experience preferredDepartment of Defense secret clearance preferredMust be flexible with work schedule to support the needs of a 24 / 7 / 365 monitoring center.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.
