Alarm Monitoring Supervisor I

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 :

Required Skills / Abilities :

Physical Demands / Work environment :

Education and Experience :

Securitas offers comprehensive benefits including :

Opportunity for annual merit pay increasesPaid company trainingMedical, Dental, Vision, and Life InsuranceCompany Paid Short Term and Long-Term Disability401K with 60% Match up to 6% of salaryPaid vacation, holiday and sick timeEducational AssistanceExceptional growth opportunitiesWide variety of employee discounts on travel, equipment, and more!

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.

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