Overnight Shift Monitoring Center Manager at Affiliated Monitoring

Houston, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Apr, 26

Salary

0.0

Posted On

24 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication, Leadership, Customer Service, Conflict Resolution, Problem Solving, Organizational Skills, Time Management, Attention to Detail, Multi-tasking, Coaching, Quality Assurance, Data Analysis, Team Management, Performance Management, Scheduling, Technology

Industry

Security and Investigations

Description

Description Position: Overnight Shift Monitoring Center Manager 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 managing 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. Manage, 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

Responsibilities

The Overnight Shift Monitoring Center Manager will manage a team of approximately 15 Specialists, ensuring effective performance and adherence to departmental policies. The role includes monitoring calls for quality assurance, handling escalated customer service inquiries, and analyzing data to drive performance improvements.