Manager, Monitoring
$79,700–$106,300 year
On-siteRichmond, Virginia, United States
Job Summary
Manage Monitoring Operations during scheduled shifts by leading Supervisors and Monitoring Experience Specialists in the Richmond, VA center. Control team activities, execute operational controls, and partner with leadership to identify challenges and align priorities. Support intrusion and Active Guard outdoor monitoring to ensure accurate, timely alarm responses per UL standards and service level agreements. Motivate high-performance teams through mentoring, conduct QA reviews, and assist in new Specialist onboarding. Participate in an on-call rotation for emergent issues and collaborate with Talent Support on candidate selection. Maintain best-in-class service levels while fostering accountability within the Monitoring Experience Center.
Required Qualifications
- 100% On Site position based at the Richmond, VA Monitoring Center
- Required Schedule: Tuesday - Saturday, 10:00 am - 7:00 pm
- On-call availability: Comfortable participating in an occasional on-call rotation, including weekends and outside of scheduled shift hours, to support emergent operational needs
- Must clear background checks to meet state central station operator licensing requirements in multiple states, requiring the ability to pass state and national background checks by having no criminal convictions, guilty or nolo contendere pleas back to age 18 (including convictions that have been sealed or expunged)
- 5+ years of customer facing employee leadership experience
- 3+ years leading large scale Alarm Monitoring Center, Technical Support or Customer Service, Account Management, and/or high touch Sales agent employee populations
- Experience managing call center operations
- Experience driving performance at with internal personnel assigned to your team
- Demonstrated track record hiring, developing, and retaining employees, including those at the Manager and Supervisor level
- Problem solver, ability to utilize strategic thinking to achieve long-term company goals, including drive customer experience
- Ability to set priorities and execute work in a fast-paced environment
- Driven, energetic, self-assured professional with high personal integrity
- Strong communication (verbal and written), presentation, and project management skills
- Ability to develop effective, positive interpersonal relationships
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.