Summary:
The Central Technology Center (CTC) Shift Supervisors play a pivotal role in overseeing the operations of the CTC, working closely with CTC Operators 1 and 2. As the Supervisor, you will be responsible for running your assigned shift, ensuring compliance among CTC Operators 1 and 2, providing support and assistance to Operators, and upholding policies and pass downs within the CTC.
In this position, the individual will be able to send Operators home when necessary, including disciplinary actions, issuing write-ups, and conducting crucial conversations. They will also be responsible for handling call-outs on their shifts
Essential Duties and Responsibilities:
- Lead and manage the assigned shift within the Central Technology Center, ensuring smooth operations and adherence to established procedures.
- Work closely with CTC Operators, providing guidance and support and addressing their questions, concerns, and call-offs during the shift.
- Ensure compliance among CTC Operators, monitoring their adherence to policies, procedures, and quality assurance standards.
- Assist in the training and development of CTC Operators, ensuring they have the necessary knowledge and skills to perform their duties effectively.
- Collaborate with the CTC Quality Assurance Coordinator and other Supervisors to maintain consistency and enforce policies and pass downs throughout shifts.
- Foster a positive and inclusive work environment, promoting teamwork, effective communication, and a culture of continuous improvement.
- Monitor the performance of CTC Operators and provide feedback to assist in their professional growth and development.
- Address any operational issues or emergencies promptly and escalate them to the CTC Manager or Quality Assurance Coordinator when necessary.
- Keep abreast of industry trends, technologies, and best practices relevant to the CTC operations, and recommend enhancements when applicable.
- Uphold safety protocols and guidelines to ensure a secure working environment within the CTC.
- Conducts video investigations when requested by clients.
- Responsive external conversations with the client.
- Train new Operators and ensure ongoing training as necessary to support their professional development.
- Compiles and delivers a variety of reports to the necessary parties.
- Performs other security-related functions as directed by management and the clients.
Supervisory Responsibilities:
This job supervises CTC Operators and investigates any video requests from clients, and runs reports on performance and alarm handling, and trains new operators. This job is subject to the supervision of CTC Operators and Training.
QUALIFICATIONS:
- High school diploma or equivalent. Additional relevant certifications or vocational training are a plus.
- Previous experience in a leadership or lead role, preferably in a technology-centered or operations environment.
- Strong leadership skills with the ability to motivate and guide a team effectively.
- Knowledge of quality assurance standards and processes, ensuring compliance among team members.
- Familiarity with Central Technology Center operations and the responsibilities of CTC Operators.
- Excellent organizational and time management abilities, capable of prioritizing tasks and meeting deadlines.
- Strong communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
- Detail-oriented mindset with the ability to enforce policies, procedures, and pass downs effectively.
- Problem-solving aptitude and the ability to make sound decisions under pressure.
- Flexibility to work different shifts as required, including weekends and holidays.
EDUCATION AND/OR EXPERIENCE:
- Minimum of 1 year of customer service experience.
- Prefer 1 year of experience with other remote, dispatch, or alarm monitoring like company.
- Minimum of 2 years of Supervisor or Lead positions
- Prior camera and/or alarm integrator experience is a plus.
- High School Diploma required or GED
- Tennessee Alarm Monitoring License or ability to obtain.
LANGUAGE SKILLS:
- Ability to read and comprehend simple instructions, short correspondence, and memos using the English language.
- Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations
- to customers, clients, and other employees of the organization.
- Bilingual is a plus.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.
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