Overnight Shift Monitoring Center Manager

Position: Overnight Shift Monitoring Center Manager

Location: Houston, Texas

The team at Affiliated Monitoring protects millions of people by monitoring their security & fire alarm and medical alert systems. Our team currently has an opening for a full-time Manager position in our Houston, TX monitoring center. This is a critical position that will help manage our 24X7 operation in Houston and will be responsible for managing a team of approximately 15 Specialists. The position is primarily overnight and will require a 5X8-hour shift. Exact schedule and hours will be discussed during the interview process.

• Manage, motivate, train, and coach a team of approximately 15 Monitoring Center Specialists
• Create a positive work environment and inspire exceptional performance and growth
• Embody and exemplify Affiliated’s Core Values
• Perform consistent and timely coaching in an organized and well documented manner
• Manage goals and progressive discipline procedures for your team
• Monitor calls for Quality Assurance and efficiency
• Effectively manage your team’s performance in scheduling/attendance, call volume, and quality among other metrics
• Analyze data and leverage tools that provide actionable insights that drive performance, productivity, and optimal efficiency
• Handle escalated Customer Service inquiries and call overflow from the representatives
• Ensure proper and consistent communication across several different departments within the company and at times with Partners
• Proactively identify potential issues and recommend enhancements to implement best practices
• Manage tasks with minimal supervision
• Open and flexible to a dynamic work environment
• Ensure employee adherence to all departmental policies and procedures
• Handle alarms and calls during high-traffic periods based on queue management guidelines
• Provide Monitoring Center Supervisor duties as needed

· Must have excellent communication and interpersonal skills

· Leadership and people-centric skills and attitude

· Leadership experience in a customer service or call center environment is preferred

· Ability to collaborate with other departments to accomplish daily objectives

· Conflict Resolution

· Problem solving abilities

· Outstanding organizational and time management skills

· Candidate will have great attention to detail along with the ability to think quickly on their feet

· Ability to multi-task managerial tasks in a high paced environment

· Must have excellent computer skills and be able to learn and teach innovative technology

· Minimum HS Diploma/GED