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Alarm Monitoring Operations Lead

4 weeks ago

Eden Prairie, Minnesota, United States Securitas Electronic Security Inc Full time
Job Title: Alarm Monitoring Operations Lead

Securitas Electronic Security Inc is a leading provider of integrated security solutions that protect, connect, and optimize businesses of all types and sizes. Our team of experts is dedicated to helping make your world a safer place and delivering an unparalleled client experience.

Job Summary:

The Alarm Monitoring Operations Lead will support monitoring managers and supervisors in overseeing the job performance of monitoring specialists, responding to customer alarm activations, and resolving issues or complaints. This role requires operating in accordance with Securitas Security's core values by supporting and enforcing company policies, managing staffing levels, and supporting employee retention through engagement and training/development of a 24/7/365 team.

Key Responsibilities:
  • Provide work directions and assignments to monitoring specialists to handle various customer and phone queue assignments based on current activity and staffing levels.
  • Manage employee breaks throughout the shift as needed.
  • Resolve and/or escalate customer complaints (Quality Concern Reports) and determine their validity through due diligence in fact-finding.
  • Initiate appropriate follow-up to ensure resolution of customer issues.
  • Address performance and behavioral concerns of all monitoring specialists as needed.
  • Support the monitoring supervisors to direct resources on the shift to handle aging phone calls and alarm signal activity in the various monitoring queues.
  • Conduct controlled environment and continuing education training for monitoring specialists.
  • Serve as a general liaison for employees, customers, and visitors, answering questions, providing information, and directing problems to the appropriate party.
Requirements:
  • 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.
Physical Demands/Work Environment:

Prolonged periods sitting at a desk and working on a computer in a professional office environment/monitoring station with variations of temperature.

Education and Experience:

High School Diploma or GED/equivalent required. 1+ year experience in a call center environment preferred. Department of Defense secret clearance preferred.