Customer Operations Supervisor

The Monitoring Operations Supervisor will provide leadership and direction to Advisors in the monitoring center. This role requires direct responsibility and oversights of all signals and events conducted by the Advisors in accordance with company and customer standard operating procedures (SOPs) ensuring the Advisors consistently deliver high-quality results for our customers The Monitoring Operations Supervisor is also responsible for monitoring and executing against the monitoring center’s key performance indicators (KPIs), interviewing and selecting new Advisors, training, coaching, and mentoring of Advisors as well as providing assistance and resolutions with escalated customer issues/concerns.

 Why work at Guardian - Employee Rewards:

• Competitive compensation package with monthly and annual bonus potential
• Coverage rich benefits packages available for you and your family
• Retirement plan with 100% company match 
• 8 Company paid holidays in addition to paid vacation/sick time off
• Specialized, paid training when you start AND ongoing – Guardian invests in You!
• Monthly employee appreciation and recognition events
• Annual employee appreciation outings
• Employee referral bonuses – get paid to bring more people like you to work for or become a customer of Guardian!
• Free home alarm program for employees 

Required Skills & Abilities:

• Superior time management, organizational and problem-solving skills
• Ability to remain calm in stressful environment or situations while communicating  clearly,  articulately, and effectively  with  coworkers  and  customers  in  one  on  one  and  group settings
• Read,  comprehend,  and  write  correspondence,  memos, and  incident  reports  which  are  error-free  and grammatically correct
• Strong leadership, coaching, and providing feedback skills
• Supervise productivity of employees ensuring critical tasks are accomplished within a given time frame
• Strong analyzation skills to recommend improvement opportunities
• Sets positive examples of behavior and attitude and exercises calm and sound judgment in a fast-paced environment
• Proficient with Microsoft Office applications
• Practical, operational understanding of CCTV systems, alarm systems, medical alert systems, and audio/video equipment
• Ability to support and cover business scheduling needs in a 24/7 environment 

Education & Experience Required:

• High School Diploma or equivalent required
• Some college preferred
• 3-5 years previous experience in training, coaching, and mentoring team members
• 3-5 years previous call center, law enforcement, security, dispatch, or related field experience