Director, Security Monitoring Operations

Overview  

The Director of iSOC is responsible for overseeing all aspects of a company’s security operations. This includes developing and implementing policies, procedures, and strategies. This role oversees hiring, training, and managing the staff who carry out these duties on a day-to-day basis. In addition, the Director will oversee departments’ operational, budgetary, and developmental activities to consistently deliver the highest levels of quality service to Interface’s alarm customers while also growing and nurturing a positive work culture.    

Responsibilities  

• Leading initiatives to ensure that overall goals and objectives are met. Goals range from cost/budget objectives to key performance measurements, and efficiency improvements.  
• Ensuring internal quality and customer experience standards are met by managing Key Performance Indicators around targets for speed, accuracy, efficiency, and quality. 
• Enthusiastically direct and lead a diverse team of operators, specialists, and management leaders.  
• Interact effectively with customers and team to instill a strong sense of confidence through outstanding attention to detail, a high sense of urgency, and consistent follow-up. 
• Must build strong working relationships with and coordinate closely with various internal organizations such as Customer Care, Account and Project Management, Branch Operations, and Plano Operations. 
• Proactively identifying, developing, and implementing opportunities around security polices, protocols, and procedures where applicable and not present currently. 
• Manage budgetary guidelines and invoices for security operations and monitoring expenses. 
• Develop training and Standard Operating Procedures for personnel to facilitate effective performance around Alarm Monitoring, Alarm Technical Assistance, and Data Entry for the life cycle of an account(s). 
• Determine appropriate minimum staffing levels for all shifts, working closely with HR to ensure that candidate flow is always at an adequate level to account for turnover, peak demands, growth, etc. When needed, actively participate in the interview and selection process. 
• Comply with all policies stated in the Interface Employee Handbook and Employee Safety Manual and ensure compliance of these polices by teams reporting to this position. 
• Other tasks and duties assigned by Management. 

Qualifications  

• Bachelor’s degree, or equivalent work experience, required. 
• Proven success in a call center management role or higher for minimum 5 years; security or telecom field preferred. 
• Proven success leading a team in a call center environment. 
• Proficient with MS Office, Microsoft Dynamics NAV, and CRM. Manitou experience a plus. 
• Must possess excellent coaching and customer relations skills. 
• Proactive and independent with the ability to take initiative. 
• Must be dependable, analytical, accurate and detail oriented. 

Interface Systems is an Equal Employment Opportunity employer - all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other for