Alarm Monitoring Operator Lead
Securitas Electronic Security

Securitas Technology 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 Lead will support monitoring managers and supervisors (as needed); with the oversight of monitoring specialists' job performance, i.e., responding to customer alarm activations,

inbound calls and resolving issues or complaints. The Monitoring Lead is expected to operate in accordance to Securitas Security's core values by supporting and enforcing company policies, manage

staffing levels, supporting employee retention through engagement and training/development of a 24/7/365 team as needed. This position will work closely with the Monitoring Managers and

Supervisors 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 as needed.
• Manage employee breaks throughout the shift as needed.
• 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 as needed.
• Address performance and behavioral concerns off all monitoring specialists as needed.

Duties/Responsibilities

• Working Lead - 50% spent as monitoring specialist.
• Supports the monitoring supervisors to direct resources on the shift to handle aging phone calls and alarm signal activity in the various monitoring queues as needed.
• Conduct controlled environment and continuing education training for monitoring specialists.
• Serves as general liaison for employee, customers and visitors; answers questions, provides information, directs problems to appropriate party.
• Ensures that monitoring specialists are informed about policy/procedural changes via written and verbal correspondence, bulletins, and written pass-down memos requiring individual employee sign-off.
• Applies discretion at all times in dissemination of confidential and sensitive information in nature.
• Attend meetings, events and special events as needed.
• Encourages professionalism, open communication, employee engagement and retention.
• Performs other related duties as assigned.

Required Skills/Abilities

• Excellent verbal and written communication skills.
• Extensive knowledge of monitoring operations procedures.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor monitoring specialists.
• Ability to interact and work with employees from various backgrounds and experience levels.
• Ability to exercise sound judgment and problem solving and decision-making skills.
• Ability to communicate, support, and enforce all department policies.
• Proficient in Microsoft Office Suite or related software.
• Proficient in operating and navigating in Mastermind and/or SONIP platform
• Intermediate to high proficiency in ability to perform procedures for various customer queues including but not limited to SME, National Accounts, Sonitrol, etc.
• Ability to exercise independent judgment based on experience to vary from standard operating procedures.
• Ability to mentor and train monitoring specialists.
• Ability to prioritize and align resources in response to varying shift activities that impact service levels.

Physical Demands/Work environment

• Prolonged periods sitting at a desk and working on computer
• Professional Office Environment/Monitoring Station
• Variations of Temperature

Education and Experience

• High School Diploma or GED/equivalent required.
• 1+ year experience in call center environment preferred
• Department of Defense secret clearance preferred
• Must be flexible with work schedule to support the needs of a 24/7/365 monitoring center

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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