Overnight Shift Monitoring Center Supervisor at Affiliated Monitoring

Houston, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

20 Jul, 26

Salary

0.0

Posted On

22 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Team Management, Coaching, Quality Assurance, Conflict Resolution, Problem Solving, Communication, Time Management, Data Analysis, Customer Service, Call Center Operations, Performance Management, Monitoring Systems, Interpersonal Skills, Organizational Skills

Industry

Security and Investigations

Description

Description Affiliated Monitoring keeps millions of people safe by monitoring the health and security systems that protect them. Recently awarded our industry’s highest honor, and with over fifty years of success, we are a rock-solid company that is lucky to leverage today’s technologies to enjoy continued aggressive growth. We are based in New Jersey and Texas with a national presence. From the moment you walk into our beautiful offices, you’ll get a positive entrepreneurial vibe with the excitement you’d expect. However, Affiliated is serious about fostering a healthy work/life balance and time spent with the team will confirm that. Most importantly you will have the chance to surround yourself with some of the best and brightest, working together protecting people and their livelihoods. 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 Affiliated Monitoring is committed to a diverse and inclusive workforce, one that reflects the varied communities we serve. The services we offer and the products we build greatly benefit from a range of perspectives, which can only come from diversity of all types at all levels of the organization. Achieving true diversity and inclusion is the right thing to do and is also the smart thing for our business. We strongly encourage women, veterans, people with disabilities, people of color and gender nonconforming candidates to apply. Affiliated Monitoring is an Equal Opportunity Employer and does not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law.

Responsibilities

Supervise, train, and coach a team of approximately 15 monitoring specialists to ensure high performance and adherence to company standards. Manage daily operations, including quality assurance, scheduling, and handling escalated customer inquiries in a 24/7 environment.