Operations Support Supervisor

Where

Syracuse, NY

What you'll be doing

Supervises and coordinates activities of operations assistants engaged in handling in-bound support calls, alarm signals, data entry, reporting, and scheduling. Handles difficult and/or complex customer issues. Ensures productivity standards met daily; including, but not limited to, average speed of answer, calls per hour, abandonment levels, and percent talk time, and service levels. Provides ongoing coaching for operations assistants; monitors and provides feedback. Works with manager and other supervisors to improve the central station performance. Interviews, hires, train, and motivates, coordinates and implements with training team members; training schedules & materials for technical support, panel programming, data entry, system administration, and operations. Assists with hardware and software systems administration/maintenance. Exhibits leadership qualities throughout the department. Acts as liaison between management and staff. Cultivates a positive and respectful work environment through employee education, positive reinforcement, modeling the behavior, providing adequate work tools, and administering policies fairly and consistently.

What your background should be

One to three years of previous experience in a call center, monitoring center experience preferred. Previous experience supervising, coaching, and developing staff Knowledge of alarm monitoring software, billing systems, and emergency response center operation. Word and spreadsheet experience. Ability to operate and troubleshoot basic office equipment (PC, printer, fax, receivers, alarm panels, telephone system, various software packages). Central station alarm association (CSAA) operator certification level 1 & 2 must be obtained within six months of accepting position.

Required Schooling / Training

Associate degree or equivalent from two-year college or technical school.

Who is the client company

This is an American cable telecommunications company.

If you are interested in this position, send your resume to apply@kochdavis.com