Overnight Surveillance Operations Supervisor

Title: Surveillance Operations Supervisor

Reports To: Manager of Dispatch/Monitoring

Based at: Pro-Vigil San Antonio

Responsibilities

• Lead, coach, and train the Surveillance Operations Center to provide industry leading support and an enhanced customer experience.

• Monitor service level performance and queue management and deploy appropriate mitigation strategies to ensure optimal service delivery.

• Analyze performance metrics daily/weekly to identify opportunities for operational efficiency and efficacy and drive the implementation of course adjustments.

• Ensure all staff understand their duties, responsibilities, and/or delegate tasks.

• Manage team attendance and adherence; document call-ins, tardies, early departures, and solicit coverage as needed. Update calendar and facilitate communication with other members of leadership.

• Complete monthly 1x1 meetings with team members.

• Support payroll and Paycom administration, including managing timecards, punch corrections, schedule and exception management.

• Delivery of disciplinary actions as a result of underperformance, and/or not adhering to policies.

• Leverage all available resources to ensure the team is up to date with most recent protocols and procedures.

• Answer representative’s questions, guide difficult calls or issues, diffuse angry customers, handle customer issues that cannot be resolved by Team Leads.

• Monitor Team Lead productivity and provide constructive feedback and/or coaching to ensure Team Leads are meeting with their team members to achieve desired performance levels.

• Assist in the Incident Review process; research and resolve customer complaints/problems and respond with summary of actions

• Complete required coaching for all Incident Review misses and coaching opportunities.

• Assist in new employees onboarding and training.

Competencies

• Organization - The ability to focus on multiple tasks, manage your energy, create structure and order, and meet deadlines so that Dispatch operations can flow smoothly.

• Planning - The ability to think about and accomplish goals with available resources; to successfully estimate the time and effort required to accomplish a task

• Professionalism - Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

• Problem Solving - Identifies and resolves problems promptly; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.

• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

• Diversity - Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

• Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.

Requirements

• Minimum 3 years experience in staff supervision preferably in the Monitoring/Alarm or contact center/customer service industry

• Prefer Pro-Vigil Team Lead or SA Level 3 dispatch/monitoring experience and familiarity with company policies

• Excellent communication and interpersonal skills

• Outstanding organizational and leadership skills

• Clear, professional-level communications skills with the ability to communicate at all levels

• Ability to learn a variety of job descriptions

• High school diploma; prefer Bachelor’s or Associate's degree

Supervisory/Management/Leadership Responsibility

This role will report directly to the Dispatch/Monitoring Manager and will assume certain of those duties in the absence of the manager This Role will have Direct Reports and Supervisory/Management responsibilities.

Work Environment

This job is performed in a professional office/remote environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to see, speak, and hear. The employee is frequently required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type/Expected Hours of Work

This is a full-time position. Hours of work and scheduled days are subject to the needs of the business. Hours beyond normal business hours will be required to fulfill the duties associated with this role. The capacity to support random shifts to accommodate all employees in a 24x7 environment is required.