Central Station Supervisor

STANLEY Electronic Security, we are “For Those Who Make the World Safer”. We represent a network of over 75 security offices, serving over 300,000 customers across North America. Our culture is dedicated to excellence. We have the training, the equipment, and the processes to deliver the finest security solutions in the industry. We’re growing fast, driving change, and working at the forefront of an industry that is on the move.

**Job Summary**:
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 to Stanley Security’s 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 Manger to maintain service levels to meet company and customer service goals and objectives.

**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 to all monitoring specialists
- 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
- 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
- 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
- Must be flexible with work schedule to support the needs of a 24/7/365 monitoring center
- Performs other related duties as assigned

**Qualifications**:
**Required**:

- High School Diploma or GED
- 2+ years’ experience in a call center or customer service environment

**Preferred**:

- Excellent supervisory, verbal, and written communication skills
- Extensive knowledge of monitoring operations procedures
- Organized with a strong attention to detail
- Proficient in Microsoft Office Suite and operating in Mastermind and/or SONIP platform
- Intermediate to high proficiency in ability to perform procedures for various customer queues, including but not limited to SME, National Accounts, Sonitrol, etc.
- Ability to:

- resolve customer complaints and issues while maintaining a professional and calm demeanor
- interact and work with employees from various backgrounds and experience levels
- exercise sound judgment and problem solving and decision-making skills
- communicate, support, and enforce all department policies
- exercise independent judgment based on experience to vary from standard operating procedures.
- coach, mentor, and train monitoring specialists
- prioritize and align resources in response to varying shift activities that impact service levels