Alarm Monitoring Supervisor

Securitas Technology, part of Securitas, is a world-leading provider of integrated security solutions that protect, connect and optimize businesses of all types and sizes. More than 13,000 colleagues in 40 countries focus daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience. With clients at the heart of all we do, our people, knowledge and technology power our connected ecosystem of health, safety and security solutions and services.

The 2nd Shift Monitoring Supervisor (Sonitrol) will oversee and assist monitoring specialists in responding to customer alarm activations, inbound calls, and resolving issues or complaints. The Monitoring Supervisor manages daily shift activities of a 24/7/365 team, supports and enforces company policies, maintains staffing levels, and promotes employee retention through engagement, training, and development. The position works closely with Monitoring Managers to maintain service levels that meet company and customer service goals and objectives.

• Provide work directions and assignments to monitoring specialists based on current activity and staffing levels.
• Manage employee breaks throughout the shift.
• Resolve and/or elevate customer complaints (Quality Concern Reports). Determine validity via fact finding and initiate follow‑up to ensure resolution.
• Provide coaching and address performance and behavioral concerns to all monitoring specialists.

• Serve as general liaison for employees, customers and visitors; answer questions, provide information, and direct problems to appropriate parties.
• Apply procedural knowledge and work with company policy to improve individual employee performance through monthly one‑on‑one meetings.
• Ensure monitoring specialists are informed about policy or procedural changes through written and verbal correspondence, bulletins, and pass‑down memos requiring individual sign‑off.
• Apply discretion in the dissemination of confidential and sensitive information.
• Provide hands‑on assistance with aging phone calls and alarms in the monitoring queues as needed.
• Assist with interviewing candidates for open positions as required.
• Effectively communicate company goals, expectations, and customer directives so each employee understands his or her role.
• Attend meetings, events, and special events as needed.
• Encourage professionalism, open communication, employee engagement, and retention.
• Perform other related duties as assigned.

• Excellent supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of monitoring operations procedures.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach, mentor, and train monitoring specialists.
• Ability to interact and work with employees from various backgrounds and experience levels.
• Ability to exercise sound judgment, problem‑solving, and decision‑making skills.
• Ability to communicate, support, and enforce all department policies.
• Proficient in Microsoft Office Suite or related software.
• Proficient in operating and navigating Mastermind and/or SONIP platform.
• Intermediate to high proficiency in performing procedures for various customer queues, including SME, National Accounts, Sonitrol, etc.
• Ability to exercise independent judgment to vary from standard operating procedures.
• Ability to prioritize and align resources in response to varying shift activities that impact service levels.

• Prolonged periods sitting at a desk and working on a computer.
• Professional office environment/monitoring station.
• Variations of temperature.

• High School Diploma or GED/equivalent required.
• 2+ years’ experience in a call center environment preferred.
• 1+ year supervisory experience preferred.
• Department of Defense secret clearance preferred.
• Must be flexible with work schedule to support a 24/7/365 monitoring center.

• Opportunity for annual merit pay increases.
• Paid company training.
• Medical, Dental, Vision, and Life Insurance.
• Company‑paid short‑term and long‑term disability.
• 401(k) with 60% match up to 6% of salary.
• Paid vacation, holiday, and sick time.
• Educational assistance.
• Exceptional growth opportunities.
• Wide variety of employee discounts on travel, equipment, and more.

We are a nationwide provider of security solutions, and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we serve.