Summary:

Facilitate, coach, and provide leadership and resources for a team consisting of average of 15 – 20 team members. Provide guidance, support, advice, and experience and enable the team with regards to continuous development, Call Review, and techniques for assisting customers during a live alarm scenario. Responsible for the efficient handling of alarms and inbound customer call backs relating to their ADT alarm activities.

Duties and Responsibilities:

Facilitate, coach, and provide leadership and framework for daily activities. Increase team’s process and business knowledge/understanding, enabling higher levels of performance productivity and efficiency. Ensure staff works within the guidelines established by the organization. Provide guidance, support, advice, and experience. Monitor and review team member performance and provide feedback. Provide individual performance trends and analysis to team members. Assist team members in developing and implementing team and individual measurements in support of process, procedures, and organizational goals. Responsible for managing conflict and diversity. Foster team building and group dynamics; provide career development planning and opportunities. Lead team by role modeling company values. Provide technical education on call center strategies, including all related policies and applicable laws governing alarm and call handling. Communicate business performance and direction. Other duties as assigned.

Education/Certifications:

Two or Four year degree in business, liberal arts, or related program preferred.

Experience:

Two (2) years of experience in a customer service-related position. Two (2) years of experience in a supervisory capacity, preferably in a service environment managing non-exempt level employees.

Skills:

Managerial and excellent communication and interpersonal skills required. Must be PC proficient. Must understand call center dynamics and key measurements. Working knowledge of Microsoft products (Excel, Word, PowerPoint, and Teams) along with knowledge of MasterMind monitoring products.

Location Requirement: Must reside near the Rochester, NY Monitoring Center, as this position requires onsite work.

Schedule Requirement: Thursday-Sunday 2:00 P.M. – 11:30 P.M. EST