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Monitoring Supervisor


Full time Posted On 12.08.2016 Employer

Description


General  Accountability
 
Reporting    to  the   Operations    Manager,   Electronic   Security,   the   Monitoring    Supervisor    is  generally    accountable    for  the supervision   and efficient   operations   of the  Monitoring    department.
 
Specific Accountabilities
  • Overall   provision    of  outstanding     customer    service   within    the   department     by  ensuring    that   Monitoring     Operators receive,  interpret    and communicate   signals accurately.
  • Ensure   that   all  customer    service   contracts    are  properly    established    within   the   customer    database   and  that   these databases  are accurately   maintained.
  • Maintain    an accurate  and updated  database  of customer   and  billing  information.
  • Provide  information    on new or terminated    contracts   to the  Finance department    in a timely   manner.
  • Supervise     performance      of   Team    Leads   and    Monitoring      Operators     (behavior,     time,     attendance     and   general performance)    and conduct   performance    appraisals.
  • Assist  in conducting   investigations    of incidents   and  unusual  occurences  as and when  required   and  take  required   action to  minimize   negative  impacts  on service  delivery.
  • Compiles   monthly   and other  reports  as and  when  required.
  • Develops  and maintains   effective   relations   with  key stakeholders.
  • Be conversant   with   all  computer    software    used  in  the  Monitoring    station  and  from   time   to  time   conduct   on the  job training   with  Monitoring    Operators   toensure   they  have a working   knowledge   of the  software   and  products   offered.
  • Preparation    of the  roster  for the  Monitoring    station.
  • Conduct  weekly/   monthly   meetings  with  the  Monitoring    team.
  • Any  other  related  duties  as may be assigned  by management.


Overview


G4S Secure Solutions
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Job ID:

30259

Title:

Monitoring Supervisor

Location:

,

Category:

Customer Service, Management, Research, Security, Strategy-Planning

Salary:

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Employment Type:

Full time

Posted:

12.08.2016


Tags


Business-Strategic Management : General-Other: Business-Strategic Management, Strategic Planning-Intelligence
Customer Support : General-Other: Customer Support-Client Care
Security-Protective Services : General-Other: Security-Protective Services, Security Intelligence & Analysis


Job Requirements


Qualifications
  • Minimum Acceptable Academic/Technical/Professional     
  • Certification in Marketing/Business or related field
  • Four (4) years in a customer   service  or supervisory   role  in a similar  or related field.
  • Prior  experience in a call centre environment and  in a security/law enforcement   environment will  be an asset.

Specific Skills/Experience and/or Knowledge
  • Sound  customer service skills Sound Computer Literacy skills
  • Excellent  interpersonal skills
  • Excellent supervisory and organization skills
  • Good  conflict resolution capabilities
  • Good team player

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