Overnight Shift Monitoring Center Supervisor - Houston, TX
6 hours ago
Job description
:Position: Overnight Shift Monitoring Center Supervisor
Location: Houston, Texas
The team at Affiliated Monitoring protects millions of people by monitoring their security & fire alarm and medical alert systems. Our team currently has an opening for a full-time Manager position in our Houston, TX monitoring center. This is a critical position that will help manage our 24X7 operation in Houston and will be responsible for supervising a team of approximately 15 Specialists. The position is primarily overnight and will require a 5X8-hour shift. Exact schedule and hours will be discussed during the interview process.
- Supervise, motivate, train, and coach a team of approximately 15 Monitoring Center Specialists
- Create a positive work environment and inspire exceptional performance and growth
- Embody and exemplify Affiliated's Core Values
- Perform consistent and timely coaching in an organized and well documented manner
- Manage goals and progressive discipline procedures for your team
- Monitor calls for Quality Assurance and efficiency
- Effectively manage your team's performance in scheduling/attendance, call volume, and quality among other metrics
- Analyze data and leverage tools that provide actionable insights that drive performance, productivity, and optimal efficiency
- Handle escalated Customer Service inquiries and call overflow from the representatives
- Ensure proper and consistent communication across several different departments within the company and at times with Partners
- Proactively identify potential issues and recommend enhancements to implement best practices
- Manage tasks with minimal supervision
- Open and flexible to a dynamic work environment
- Ensure employee adherence to all departmental policies and procedures
- Handle alarms and calls during high-traffic periods based on queue management guidelines
- Provide Monitoring Center Supervisor duties as needed
Requirements:
- Must have excellent communication and interpersonal skills
- Leadership and people-centric skills and attitude
- Leadership experience in a customer service or call center environment is preferred
- Ability to collaborate with other departments to accomplish daily objectives
- Conflict Resolution
- Problem solving abilities
- Outstanding organizational and time management skills
- Candidate will have great attention to detail along with the ability to think quickly on their feet
- Ability to multi-task managerial tasks in a high paced environment
- Must have excellent computer skills and be able to learn and teach innovative technology
- Minimum HS Diploma/GED
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