Operations Supervisor

The Operations Supervisor is responsible for supporting and leading our Control Center Specialists while they are focused on saving lives and protecting homes. The Operations Supervisor will be prepared to aid in all emergency dispatches and circumstances that require an escalated response. The Supervisors will focus on real-time data metrics to ensure the department is properly aligned and meeting customer service and service level expectations. Our Supervisors lead by example and are consistently dedicated to the company mission, of protecting life and property

Location

• Henderson, NV Office

Salary

• $25-30 / hourly

Responsibilities

• Successfully complete all required training and follow company protocols and procedures
• Directly supervises, supports, and guides the day-to-day activities of the Control Center Specialists (Specialists) that are handling emergency alarms and calls.
• Responsible for supporting the Specialists by providing appropriate resolution technique in real-time emergencies and potentially sensitive situations.
• Identify deficiencies or areas of opportunity and coordinate appropriate training needs for the Specialists.
• Develop detailed tracking mechanisms and routines to properly map the progress and development of the staff.
• Monitor and evaluate inbound and outbound alarm and call traffic through multiple automation platforms.
• Responsible for tracking staffing levels, attendance, and queue assignment to ensure service levels and goals are properly met.
• Engage with customer and service providers to serve as point person for escalated situations that may require the assistance of other departments or on-call personnel.
• Prepared to handle in-bound and out-bound call traffic as needed.
• Promote a positive and supportive working environment that motivates high performance and recognizes staff performance and contributions.

Qualifications

• Required 2-year college degree or equivalent Military experience.
• Preferred 4-year college degree or equivalent Military experience.
• Previous management, supervisory or leadership experience preferred.
• Ability to handle multiple tasks simultaneously; advanced interpersonal skills; general technical knowledge.
• Ability to manage sensitive situations with extreme professionalism and confidentiality.
• Excellent adherence to schedule and communication skills required.
• Proficient computer, written, and verbal skills. Comfortable using a headset in a high call volume setting
• Successfully clear drug screen and background check to meet industry and security licensing requirements
• Once hired, successful completion of 12 month Rapid Response Monitoring Specialist skillset training.
• Ability to obtain security licenses in all required states (we apply for these for you once employed)

What awaits you at Rapid Response

• Annual salary increases, shift differentials, and performance bonuses
• Medical, Dental, Vision, and 401k
• Additional compensation for bilingual in Spanish
• Paid Vacation and Sick Time
• Wellness Program + Wellness DAYS OFF
• Internal advancement opportunities

About Rapid Response

Rapid Response Monitoring is a national leader in the monitoring of alarms and security systems. Designated as an Essential Business by the Department of Homeland Security, we are dedicated to protecting life and property. Founded and headquartered in Syracuse since 1992, with offices in California and Nevada. Our growing organization serves as a critical response center focused on protecting life, residences, and businesses. Whether it's a kitchen fire, an intruder at a business, a family member experiencing a medical emergency, or preventative non-emergency customer service conversations, our heroes are here to serve every day - 24/7, 365 days a year. Supported by teams of experts in their respective fields, our highly trained specialists are the monitoring backbone for thousands of alarm companies across the country. If you are in search of a unique, rewarding career opportunity in an industry like no other, join #TeamRapid

Additional Information

Rapid Response offers a competitive compensation and benefits package and dynamic and professional work environments. We also offer continued growth through our internal advancement opportunities. For more information, view our website at Rapid Response is an Equal Opportunity Employer.