SUMMARY:
Manages all activities related to the CTC operations and development of services for this account by performing the following duties personally or through subordinate supervisors.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Supports CTC staff by conducting monthly meetings, generating reports on Operator performance, and assisting CTC staff after hours when necessary.
Manages 24/7 Monitoring Operator's daily schedules and assigns duties as needed.
Manages productivity within the department and works to uphold performance standards.
Handles escalations to achieve the best outcome for issues involving clients, field partners and Team Members.
Monitor and review each operator's performance and provide feedback.
Ensure all operators work within the guidelines established by the organization.
Assist the Operators in developing and implementing team and individual goals in support of process, procedures, and company milestones.
Work efficiency through review of processes and finding ways to increase efficiency, eliminate waste and enhance support.
Finds coverage and adjusts scheduling for any absent CTC Supervisor or Operator and fills in when necessary.
Works with Operations and Field Supervisors to address any issues CTC may see out in the field.
Delegate tasks to Lead Operators and/or key operators.
Create client-specific procedures for operators to follow for each client as they are added
Provide technical knowledge on Technology Center procedures and strategies, including all related policies and applicable laws around Alarm and CCTV Monitoring.
Communicate overall team performance and plan future growth.
Takes lead on special projects as directed by the Director or Executive team.
Use analytics tools to find common patterns and resolve issues
Foster team building and group dynamics, provide career development planning and opportunities.
Lead team by role modeling what is expected while exhibiting our company values.
Respond to incoming alarm signals from clients
Provide follow-up on all incidents requiring the dispatch of proper authorities.
Conducts video investigations when requested by Operations or clients.
Responsible for interdepartmental collaboration
Responsible for engaging with clients on a technical level, both for implementation and service issues
Assists in recruiting by interviewing potential new hires and assisting in new hire orientation.
Coordinates with the marketing department to promote CTC operations to potential clients.
Performs other security-related functions as directed by management and the clients.
Other duties as assigned
Supervisory Responsibilities:
Manages and supervises all activities related to the CTC operations and development of the team.
COMPETENCY:
To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving - Identifies and resolves problems in a timely manner; Works well in group problem solving situations; Uses reason even when dealing with emotional topics;
Technical Skills;
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments;
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control;
Oral Communication - Speaks English language clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings;
Written Communication - Writes English language clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information;
Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce;
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values;
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time;
Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment;
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments;
Quality - Demonstrates accuracy and thoroughness;
Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly;
Adaptability - Able to deal with frequent change, delays, or unexpected events;
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time;
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions;
Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan. Follows through on commitments;
Quality - Demonstrates accuracy and thoroughness;
Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly;
Adaptability - Able to deal with frequent change, delays, or unexpected events;
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time;
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Two (1) years' experience in a customer service-related position
Two (2) years' experience in a supervisory position
Two (2) years' experience in technical support position troubleshooting, system programing, installation/service is a bonus
Experience in a remote operations center is a bonus
COMPUTER SKILLS:
To perform this job successfully, an individual should have knowledge of Accounting software; Proficiency in Microsoft Office, particularly Excel Knowledge of the following software is a plus: - Milestone xProtect - Avigilon Control Center - Immix Guard Force - TeamSoftware (WinTeam) and MoboHubb
LANGUAGE SKILLS:
Ability to read and interpret documents such as safety rules, operating policies and maintenance instructions and procedure manuals. Ability to write routine reports, business correspondence, and procedure manuals.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
REASONING ABILITY:
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, ability to adjust focus and ability to see and distinguish basic colors.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet.
OTHER TASKS:
This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.
We offer every employee - from executive managers to administrative support to security professionals - unique and generous benefits, as well as opportunities for career growth.
So if you're ready to embark on a meaningful career with one of the nation's most dynamic and fastest growing security companies, apply with Walden Security today.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veterans status, or disability. EOE / AAP Employer / Minorities / Females / Vet / Disabled. VEVRAA Federal Contractor.
