Call Center Supervisor

Call Center Supervisor - 2nd Shift (2pm-10:30pm)

• Evening availability required
• We are 24/7 facility; Weekends are required with some holidays
• Our ideal candidate will have strong call center supervisor experience

JOB SUMMARY

Shift - 2nd Shift (2pm-10:30pm)

The primary responsibility is the supervision of Video Monitoring agents located within the monitoring center. An essential function will be building and maintaining team morale by recognizing and rewarding team members who have demonstrated exceptional performance. Thesupervisor will train develop and guide employees using available systems and resources. The supervisor will foster a positive work environment and be knowledgeable in how to contain and defuse escalations promoting a better customer experience. Theywill also review and evaluate their direct reports on their ability to meet Video Shield objectives direct improvement strategies when objectives are not met and recommend appropriate disciplinary action as warranted. The supervisor is expected to assume ownership of and satisfactorily resolve escalated issues. The overall function is to ensure the Video Shield team operates at the highest levels providing a quick and accurate response to alarms.

BENEFITS OF JOINING OUR TEAM

Because Alert 360 hires the best people we work hard to provide benefits that make their lives better so we offer a comprehensive benefits program that includes excellent medical dental and vision coverage; generous PTO program and holiday pay; a 401k plan that with generous company matching; company paid short and long-term disability and life insurance benefits. We also offer additional benefits such as a tuition reimbursement program excellent wellness programs and incentives free home security monitoring and much more!

JOB SPECIFICS

Shift - 2nd Shift (2pm-10:30pm)

The Video Shield Supervisor position is a regular full-time exempt position. This position reports to the Tulsa Corporate Office and will work in the office. Attendance in training courses and/or meetings that may be virtual or in person at the office is required.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Evaluate existing video monitoring processes workflows and technologies to identify areas for improvement.
• Evaluate and provide any reporting and videos of suspicious activity immediately.
• Develop and assist in implementing strategies to streamline video monitoring operations eliminating inefficiencies and enhancing productivity.
• Identify and prioritize process enhancement opportunities based on data analysis and industry benchmarks.
• Regularly analyze and report on KPIs to track progress and identify trends
• Facilitate the adoption of new processes by providing training clear communication and support to staff members.
• Address any resistance to change and ensure smooth transition to optimized processes.
• Assist and develop document and maintain comprehensive SOPs that outline step-by-step guidelines for video monitoring processes.
• Ensure SOPs are up-to-date accessible and aligned with industry standards and regulations.
• Implement quality control measures to maintain high standards in video monitoring activities and ensure compliance with relevant regulations and privacy laws.
• Identify and address any non-compliance issues promptly.
• Report on the analysis of an agents audits to ensure compliance.
• Foster a culture of continuous improvement by encouraging innovation and soliciting feedback from monitoring personnel supervisors and management.
• Identify opportunities for ongoing refinement and enhancement of video monitoring processes.
• Identify potential risks associated with process changes and technology implementation and proactively develop strategies to mitigate them.
• Ensure that process changes do not compromise security data privacy or regulatory compliance.
• Assess risk with each account and identify possible threat opportunities.
• Communication:
• Ability to communicate with the entire video team to ensure effective communication.
• Communicate efficiently with security law enforcement customers and other departments.
• Ability to communicate with senior management on details of event history.
• Excellent attendance record from previous employer.
• Good organizational skills.
• Understand and execute site instructions.
• Ability to multi-task.
• Ability to view/operate computer equipment 8 hours a day.
• Must be able to process and review video alarms quickly and accurately.
• Utilize great judgement when processing alarms.
• Ability to communicate with the entire video team to ensure effective communication.
• Communicate efficiently with security law enforcement customers and other departments.
• Able to handle a fast-paced environment that requires a high level of attention to detail.
• Professional and willing to go beyond for the customer and business.
• Proficient in documentation of events observed and action taken.
• Additional duties may be assigned as necessary.

JOB QUALIFICATIONS

• 3 years of leadership experience with the ability to train and develop employees.

REQUIRED SKILLS

• Must be at least 18 years of age.
• High School diploma or equivalent.
• Ability to sit while using computer and phone equipment for extended periods of time.
• Deliver world class customer service and build customer satisfaction and loyalty.
• Must pay attention to detail.
• Capability to work well under moderate stressful situations.
• Ability to type a minimum of 30 words per minute efficiently and accurately.
• Proficiency to work simultaneously with multiple computer applications and databases.
• Demonstrate outstanding verbal and written communication skills.
• Pre-employment testing is required.

PHYSICAL REQUIREMENTS

• Ability to sit for 8 hours.

COMPANY OVERVIEW

Alert 360 is one of the fastest-growing security and automation companies in the country. Over the last 50 years we have grown to be the 5th largest residential security provider in the country serving a quarter of a million customers in 26 states! Voted one of the Best Places to Work for six consecutive years in the past we continue to search for ambitious innovative and team-oriented candidates who are interested in developing invaluable skills. At Alert 360 we are committed to world-class customer service. Our personable leadership team believes that customer satisfaction stems from employee appreciation and strong relationships.

Job Type: Full-time

Pay: $50000.00 - $53000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day/Evening shift
• Holidays
• Weekends as needed

Work Location: In person