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Monitoring Team Manager

Monitoring Team Manager

ADTWest Henrietta, NY, US
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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 : Sunday to Thursday 3 : 00pm to 11 : 30 pm EST

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    Manager Monitoring • West Henrietta, NY, US