Call Center Supervisor

"Are you seeking a company that will reward you for your hard work and talent?! Look no further!"

Central Security Group has 40 years of experience and an A rating from the Better Business Bureau. Our dedicated team provides security and automation services, plus professional installation and alarm monitoring, for homes and businesses nationwide. We take pride in our satisfied customers and committed team, we’re one of the fastest growing security and home automation providers in the United States.

We are seeking an exceptional candidate with a solid work history, good work ethic, great interpersonal skills, effective leadership skills and interpersonal skills.

ALARM SUPERVISOR DISPATCH SUMMARY:

The primary responsibility is supervision of employees located within the alarm dispatch group. Assume ownership of escalated issues to bring to a satisfactory resolution. Build team morale by recognizing and rewarding team members who have demonstrated exceptional performance. Train, develop and guide employee performance using available systems and resources to contain and defuse escalations, promoting a better customer experience. Review and evaluate staff on their ability to meet alarm dispatch objectives, direct improvement strategies when objectives are not met, and recommend appropriate disciplinary action as warranted. The overall function is to ensure the alarm dispatch team operates at the highest level of quality and provides an overall pleasant experience for our customer base.

ALARM DISPATCH SUPERVISOR DUTIES AND RESPONSIBILITIES:

• Manage alarm dispatch inbound and outbound groups, ensuring that service level goals are met, championing high levels of service to improve customer experience.
• Communicates, interprets and ensures compliance with policies, procedures and goals.
• Observes calls to ensure proper quality and productivity, offer employee coaching and development when necessary.
• Demonstrates ownership of escalated customer complaints and utilizes escalations as a method to train and develop staff.
• Recognize and reward team members for outstanding performance.
• Set an example for other alarm team members to follow.
• Provide consistent excellent customer service by maintaining the highest degree of courtesy, confidentiality and professionalism.
• Assist in the training and professional development of new employees.
• Perform quality work within deadlines with minimal supervision.
• Assist with other tasks as needed by the Alarm Dispatch Manager.

ALARM DISPATCH SUPERVISOR REQUIREMENTS:

• Proven experience as a call center supervisor - 2-3 years’ experience required
• Familiarity of alarm industry and/or dispatching experience a plus
• High School diploma or equivalent
• Exceptional customer service is essential
• Excellent organizational and leadership skills
• Outstanding communications and negotiation abilities
• Results-oriented approach
• Ability to work under pressure
• Proficiency to work simultaneously with multiple computer applications and databases
• Knowledge of performance evaluation procedures
• Must be at least 18 years of age
• Pre-employment testing is required
• Must pass background and drug screen
• Proficient in English/Bilingual a plus

(2nd) Shift Schedule: 2:00PM-10:30PM

(Schedule ability to work weekends & holidays is a must)

EOE/M/F/D/V

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Weekend availability

Experience:

• Supervising: 3 years (Preferred)
• Call center: 1 year (Preferred)

Work Location: One location