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Stanley Acess Technologies Monitoring Team Manager in Indianapolis, Indiana

70428BRTitle:Monitoring Team ManagerBusiness:US - SSS - CSS State/Country/Province:Indiana No. of Positions:1Job Description:Why join our team?

At SentryNet/ STANLEY Electronic Security, we are “For Those Who Make The World Safer”. We represent a network of over 75 security offices, serving over 300,000 customers across North America. Our culture is dedicated to excellence. We have the training, the equipment, and the processes to deliver the finest security solutions in the industry. We’re growing fast, driving change, and working at the forefront of an industry that is on the move.

Reads and records coded signals received in the Monitoring Center from integrated alarm signaling system by accurately interpreting incoming subscriber equipment signals and responding in the appropriate manner which is consistent with company policies and procedures. Performs duties in accordance with Stanley Electronic Security established Core Values and Mission Statement.

Position Summary:

Under the leadership of the Director of Monitoring, the Monitoring Team Manager is responsible for the overall supervision and management of the day-to-day operations of the 24/7/365 Central Monitoring Station. The Monitoring Team Manager performs duties in accordance with Stanley Local Security- SentryNet core values; including supporting and enforcing company policies, staffing, retention, employee engagement and employee training/development. This position will also be responsible for the overall leadership, supervision and coaching of Central Station Team Members. This position will work closely with the monitoring teams to achieve and maintain customer service levels & central station service levels as assigned by the Operations Team.

Job Duties:

  • Management and supervision of the day-to-day activities of the Monitoring Station.

  • Ensure all monitoring center employees are performing to stated quality and quantity objectives.

  • Provides support and solutions to Customers, Dealers, Tech and Operator questions, concerns, inquires and complaints.

  • Effectively communicates company goals, expectations; as well as customer directives so every employee understands his/her role.

  • Knowledgeable of alarm processing, verification and flexibility to provide hands on assistance when needed.

  • Provides coaching and performance discussions to all monitoring center employees including quarterly check-in meetings and yearly OPR discussions.

  • Supports the training and development of monitoring center employees.

  • Finalizes shift assignments, scheduling, timesheet verification and processes weekly payroll.

  • Attends meeting, events and special projects.

  • Encourages professionalism, open communication, employee engagement and retention.

  • Provides support and solutions to Customers, Dealers, Tech and Operator questions, concerns, inquires and complaints.

Supervision Responsibility:

  • Monitoring Station Team (Assistant Monitoring Manager, Supervisors, Leads and Operators)

  • Must be flexible with work schedule to support the needs of a 24/7/365 monitoring center

Skills:

  • Knowledgeable in the use of office equipment e.g. (Computer, Headset, Copier and fax Machine).

  • Knowledgeable of MS Office; e.g. Word, Excel, PowerPoint, Outlook and Reporting Tools.

  • Ability to interact and work with employees from various backgrounds and experience levels.

  • Team player who fulfills commitments to other team members with a positive attitude; able to work collaboratively and cooperatively with other departmental leadership.

  • Must have good problem solving and decision-making skills along with the ability to exercise sound judgment.

  • Must have excellent written and verbal communication skills – capable of communicating effectively with dissatisfied customers and employees.

  • Must be committed to communicating, supporting, and enforcing all department policies.

Required Qualifications:

  • 3+ years’ supervisory/management experience in a 27/7/365 Central Monitoring Station, Call Center or equivalent environment

  • Associates Degree in Business Management

Preferred Qualifications:

  • Bachelors Degree

  • 5+ years’ experience in Central Station, Call Center and/or related field

Physical Demands:

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.

  • Ability to sit at computer for extended periods.

  • Frequent Walking, Standing, Stooping and Bending.

  • Frequent use of fingers and hands to handle or feel; and reach with hands and arms.

  • Working Environment: 1) Central Monitoring Station 2) Variations of Temperature

SBDCSSRequisition Number:70428BRFunction:Monitoring City:IndianapolisEEO Statement:All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.Featured Category on SBD Careers:Customer Service

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