Call Center Supervisor

1 day ago


Toronto, Canada Insight Global Full time

Overview Insight Global is hiring a Manager of Operations/Call Center Supervisor to lead the daily performance and operational excellence of our client's ULC-certified monitoring center. This leader will oversee alarm processing, dispatch, escalations, staffing levels, real-time operations, and customer communications—ensuring all activities meet ULC standards, internal SOPs, and client SLAs. The role includes monitoring operational KPIs, conducting call/alarm quality reviews, managing compliance readiness, supporting audits, identifying risks, implementing corrective action, and driving continuous process improvement. The leader will also support training, onboarding, and professional development of monitoring staff. Success in this role looks like consistently meeting response time targets, maintaining strong audit results, reducing errors, and leading a high-performing, well-trained operations team. Responsibilities The role focuses on daily operational excellence, including: Overseeing alarm processing, dispatch, escalations, and staffing levels Managing real-time operations and customer communications Ensuring activities meet ULC standards, internal SOPs, and client SLAs Monitoring operational KPIs and conducting quality reviews Maintaining compliance readiness and supporting audits Identifying risks, implementing corrective actions, and driving process improvement Training, onboarding, and professional development of monitoring staff Leading a high-performing, well-trained operations team Required Skills and Experience Familiarity with alarm monitoring platforms + dispatch systems Experience with audits, compliance documentation, and regulatory reporting Background in security, life safety, or critical response operations Nice to Have Skills and Experience 3–5 years experience in call center, monitoring center, or security/alarm operations Prior supervisory or management experience Strong understanding of ULC monitoring standards (or equivalent regulatory frameworks) Experience leading teams in a 24/7 operational environment Strong decision-making skills during high-pressure or critical incidents Excellent communication and people leadership abilities The pay range for this role is 60-70k annually. #J-18808-Ljbffr



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