Call Center Supervisor (3rd Shift - 10pm-6:30am)

Job DetailsLevel: ManagementJob Location: A360 Corporate - Tulsa, OK 74137Position Type: Full TimeSalary Range: $50,000.00 - $57,000.00 SalaryTravel Percentage: NoneJob Shift: DayJob Category: ManagementCall Center Supervisor - 3rd Shift (10pm-6:30am)


Evening availability required
We are 24/7 facility; Weekends are required with some holidays
Our ideal candidate will have strong call center supervisor experience


JOB SUMMARY

Shift - 3rd Shift (10pm-6:30am)

The primary responsibility is the supervision of Video Monitoring agents located within the monitoring center. An essential function will be building and maintaining team morale by recognizing and rewarding team members who have demonstrated exceptional performance. The supervisor will train, develop, and guide employees, using available systems and resources. The supervisor will foster a positive work environment and be knowledgeable in how to contain and defuse escalations, promoting a better customer experience. They will also review and evaluate their direct reports on their ability to meet Video Shield objectives, direct improvement strategies when objectives are not met and recommend appropriate disciplinary action as warranted. The supervisor is expected to assume ownership of and satisfactorily resolve escalated issues. The overall function is to ensure the Video Shield team operates at the highest levels, providing a quick and accurate response to alarms. 

BENEFITS OF JOINING OUR TEAM

Because Alert 360 hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefits program that includes excellent medical, dental, and vision coverage; generous PTO program and holiday pay; a 401k plan that with generous company matching; company paid short and long-term disability and life insurance benefits. We also offer additional benefits such as a tuition reimbursement program, excellent wellness programs and incentives, free home security monitoring and much more!

JOB SPECIFICS

Shift - 3rd Shift (10pm-6:30am)

The Video Shield Supervisor position is a regular full-time exempt position. This position reports to the Tulsa Corporate Office and will work in the office. Attendance in training courses and/or meetings that may be virtual or in person at the office is required.

ESSENTIAL DUTIES & RESPONSIBILITIES


Evaluate existing video monitoring processes, workflows, and technologies to identify areas for improvement.
Evaluate and provide any reporting and videos of suspicious activity immediately.
Develop and assist in implementing strategies to streamline video monitoring operations, eliminating inefficiencies, and enhancing productivity.
Identify and prioritize process enhancement opportunities based on data analysis and industry benchmarks.
Regularly analyze and report on KPIs to track progress and identify trends,
Facilitate the adoption of new processes by providing training, clear communication, and support to staff members.
Address any resistance to change and ensure smooth transition to optimized processes.
Assist and develop, document, and maintain comprehensive SOPs that outline step-by-step guidelines for video monitoring processes.
Ensure SOPs are up-to-date, accessible, and aligned with industry standards and regulations.
Implement quality control measures to maintain high standards in video monitoring activities and ensure compliance with relevant regulations and privacy laws.
Identify and address any non-compliance issues promptly.
Report on the analysis of an agent’s audits to ensure compliance.
Foster a culture of continuous improvement by encouraging innovation and soliciting feedback from monitoring personnel supervisors and management.
Identify opportunities for ongoing refinement and enhancement of video monitoring processes.
Identify potential risks associated with process changes and technology implementation, and proactively develop strategies to mitigate them.
Ensure that process changes do not compromise security, data privacy, or regulatory compliance.
Assess risk with each account and identify possible threat opportunities.
Communication:
Ability to communicate with the entire video team to ensure effective communication.
Communicate efficiently with security, law enforcement, customers, and other departments.
Ability to communicate with senior management on details of event history.
Excellent attendance record from previous employer.
Good organizational skills.
Understand and execute site instructions.
Ability to multi-task.
Ability to view/operate computer equipment 8 hours a day.
Must be able to process and review video alarms, quickly and accurately.
Utilize great judgement when processing alarms.
Ability to communicate with the entire video team to ensure effective communication.
Communicate efficiently with security, law enforcement, customers, and other departments.