Call Center Operations Manager Jobs in Chesterfield, VA

About SimpliSafe

We're a high-tech home security company that's passionate about protecting the life you've built and our mission of keeping Every Home Secure. And we've created a culture here that cares just as deeply about the career you're building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don't just want you to work here. We want you to grow and thrive here.
Our customers are protected by live professional monitoring agents - real people who always have their back. Our professional monitoring center is open and delivers fast emergency response 24/7, and our monitoring specialists are expected to work fully onsite using our advanced technology to keep our customers' homes secure.

Why are we hiring?

Well, we're growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure. 

What You'll Do

SimpliSafe believes that through a combination of purposeful technology and an empathetic human touch, we enable customers to not only be safe, but feel safe as well. Guided by the objectives and long term strategy of the company and reporting to the Director of Monitoring Operations, this position supports the leadership, management, and vision necessary to ensure that the company has the proper operational controls, administrative and reporting procedures, and team leadership processes in place to effectively serve and communicate with SimpliSafe's customer base during the alarm moment. 

Primary Responsibilities Include:

Responsible for the overall management, administration and performance of Monitoring Operations during scheduled shifts. Work responsibilities include managing and controlling the activities of the Monitoring Operations Supervisors team during assigned shifts, as well as Monitoring Experience Specialists in SimpliSafe's Monitoring center located in Richmond, VA.

• Effectively lead the Monitoring Operations function through management of the Supervisor team during scheduled shifts in SimpliSafe's Richmond, VA monitoring center.
• Effectively partner with the broader Monitoring Center Management Team to identify operational challenges, develop solutions, and execute priorities and initiatives that support business goals and ensure consistent alignment across shifts and functions.
• Support intrusion monitoring operations, ensuring accurate, timely response to intrusion alarm signals in accordance with UL Certification standards and established company protocols.
• Support Active Guard outdoor monitoring operations, overseeing proactive, real-time video-based deterrence and response for outdoor monitoring customers.
• Maintain best in class operating service levels during assigned shifts to meet and exceed defined service level agreements
• Provide information to the Director of Monitoring Operations and Sr. Manager, Monitoring that assists in the development, communication, and implementation of programs designed to continually improve Monitoring Operations and experience strategies and processes.
• Motivate and lead a high-performance team of Monitoring Experience Supervisors during assigned shifts. Provide mentoring as a cornerstone to the management career development program.
• Responsible for taking part in an on-call rotation, where you may be paged after hours to mitigate impacts of emergent issues
• Effectively communicate to your Supervisor team information provided to you from your Director of Monitoring Operations and Sr. Manager, Monitoring, ensuring clear understanding and consistent execution.
• Work with the Supervisor team to provide employee QA reviews, as well as personnel development meetings.
• Work with the Training department and Supervisor Team in assisting with initial onboarding of new Specialists.
• Work closely with Talent Support, actively participating in interviews and candidate selection decisions.
• Foster a success-oriented, accountable environment within the Monitoring Experience Center.
• Excellent interpersonal, communications, public speaking, and presentation skills.

Requirements for Role

• 100% On Site position based at the Richmond, VA Monitoring Center
• Required Schedule: Tuesday - Saturday, 10:00 am - 7:00 pm; Schedule may vary based on business needs
• 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). These state law background check requirements typically apply to the following types of offenses: felonies, class 1 or class A misdemeanors (as these are commonly referred to in many state statutes, but this may vary from state to state), offenses involving theft, sexual offenses, violence, dishonesty or crimes against a person.

What You'll Bring

• 5+ years of customer facing employee leadership experience, with 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

What Values You'll Share

• Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
• Aim High - Always challenging ourselves and others to raise the bar.
• No Ego - Maintaining a "no job too small" attitude, and an open, inclusive and humble style.
• One Team - Taking a highly collaborative approach to achieving success.
• Lift As We Climb - Investing in developing others and helping others around us succeed.
• Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

What We Offer

• A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive  
• A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families (For more information on our total rewards please click here)
• Free SimpliSafe system and professional monitoring for your home. 
• Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change.

The target annual base pay range for this role is $79,700 - $106,300

This target annual base pay range represents our good-faith estimate of what we expect to pay for this role. We use a market-based compensation approach to set our target annual base pay ranges and make adjustments annually. We carefully tailor individual compensation packages, including base pay, taking into consideration employees' job-related skills, experience, qualifications, work location, and other relevant business factors. 

Beyond base pay, we offer a Total Rewards package that may include participation in our annual bonus program, equity, and other forms of compensation, in addition to a full range of medical, retirement, and lifestyle benefits. More details can be found here.

We're committed to fair and equitable pay practices, as well as pay transparency. We regularly review our programs to ensure they remain competitive and aligned with our values.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.