Monitoring Team Manager

Summary :

Facilitate, coach, and provide leadership and resources for a team consisting of average of 15 - 20 team members. Provide guidance, support, advice, and experience and enable the team with regards to continuous development, Call Review, and techniques for assisting customers during a live alarm scenario.Responsible for the efficient handling of alarms and inbound customer call backs relating to their ADT alarm activities.

Duties and Responsibilities :

• Facilitate, coach, and provide leadership and framework for daily activities.
• Increase team's process and business knowledge / understanding, enabling higher levels of performance productivity and efficiency.
• Ensure staff works within the guidelines established by the organization.
• Provide guidance, support, advice, and experience.
• Monitor and review team member performance and provide feedback.
• Provide individual performance trends and analysis to team members.
• Assist team members in developing and implementing team and individual measurements in support of process, procedures, and organizational goals.
• Responsible for managing conflict and diversity.
• Foster team building and group dynamics; provide career development planning and opportunities.
• Lead team by role modeling company values.
• Provide technical education on call center strategies, including all related policies and applicable laws governing alarm and call handling.
• Communicate business performance and direction.
• Other duties as assigned.

Education / Certifications :

Experience :

Skills :

Location Requirement : Must reside near the Rochester, NY Monitoring Center, as this position requires onsite work.

Schedule Requirement : Sunday to Thursday 3 : 00pm to 11 : 30 pm EST

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