Monitoring Team Manager

Summary:   

Facilitate, coach, and provide leadership and resources for a team consisting of average of 15 - 20 team members. Provide guidance, support, advice, and experience and enable the team with regards to continuous development, Call Review, and techniques for assisting customers during a live alarm scenario. Responsible for the efficient handling of alarms and inbound customer call backs relating to their ADT alarm activities. 

 

Duties and Responsibilities:

• Facilitate, coach, and provide leadership and framework for daily activities.
• Increase team's process and business knowledge/understanding, enabling higher levels of performance productivity and efficiency.
• Ensure staff works within the guidelines established by the organization.
• Provide guidance, support, advice, and experience.
• Monitor and review team member performance and provide feedback.
• Provide individual performance trends and analysis to team members.
• Assist team members in developing and implementing team and individual measurements in support of process, procedures, and organizational goals.
• Responsible for managing conflict and diversity.
• Foster team building and group dynamics; provide career development planning and opportunities.
• Lead team by role modeling company values.
• Provide technical education on call center strategies, including all related policies and applicable laws governing alarm and call handling.
• Communicate business performance and direction.
• Other duties as assigned.

 

Education/Certifications:         

• Two or Four year degree in business, liberal arts, or related program preferred. 

 

Experience:

• Two (2) years of experience in a customer service-related position.
• Two (2) years of experience in a supervisory capacity, preferably in a service environment managing non-exempt level employees.

 

Skills: 

• Managerial and excellent communication and interpersonal skills required.
• Must be PC proficient.
• Must understand call center dynamics and key measurements.
• Working knowledge of Microsoft products (Excel, Word, PowerPoint, and Teams) along with knowledge of MasterMind monitoring products. 
   

 Location Requirement: Must reside near the Rochester, NY Monitoring Center, as this position requires onsite work.

 Schedule Requirement:  Sunday to Thursday  3:00pm to 11:30 pm  EST