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$18/hr–$20/hr
Full-time
high school
Annual merit pay increases, Paid company training, Medical insurance, Dental insurance, Vision insurance, Life insurance
Posted 36d ago
~40 hrs/week
Responsibilities
Oversee and assist monitoring specialists in responding to alarm activations and resolving customer complaints during the second shift. Manage daily shift activities, staffing levels, and employee development to maintain service level goals in a 24/7/365 environment.
Requirements
Requires a High School Diploma or GED, with preferred experience in call center and supervisory roles. Candidates should be proficient in Mastermind or SONIP platforms and be flexible to work a 24/7/365 schedule.
Full job description
Securitas Technology, part of Securitas, is a world-leading provider of integrated security solutions that protect, connect and optimize businesses of all types and sizes. More than 13,000 colleagues in 40 countries are focused daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience. With clients at the heart of all we do, our people, knowledge and technology power our connected ecosystem of health, safety and security solutions and services.
*2nd Shift Monitoring Supervisor (Sonitrol) will oversee and assist monitoring specialists in the performance of their job duties such as responding to customer alarm activations, inbound calls, and resolving issues or complaints. The Monitoring Supervisor is responsible for the management of the daily shift activities of a 24/7/365 team. The Monitoring Supervisor is expected to operate in accordance with Securitas Technology core values by supporting and enforcing company policies, managing staffing levels, supporting employee retention through engagement and training/development. This position will work closely with the Monitoring Mangers to maintain service levels to meet company and customer service goals and objectives.
Supervisory Responsibilities:
Provide work directions and assignments to monitoring specialists to handle various customer and phone queue assignments based on current activity and staffing levels.
Manage employee breaks throughout the shift.
Resolves and/or escalate customer complaints (Quality Concern Reports). Determines validity of complaint via due diligence in fact finding. Initiates appropriate follow-up to ensure resolution of customer issue.
Provides coaching and addresses performance and behavioral concerns to all monitoring specialists.
Duties & Responsibilities:
Serves as general liaison for employee, customers and visitors; answers questions, provides information, directs problems to appropriate party.
Applies procedural knowledge and works with in company policy to improve individual employee performance via monthly one-on-one meetings.
Ensures that monitoring specialists are informed about policy/procedural changes via written and verbal correspondence, bulletins, and written pass-down memos requiring individual employee sign-off.
Always applies discretion in dissemination of confidential and sensitive information in nature.
Provides hands on assistance with aging phone calls and alarms in the various monitoring queues as needed.
Assists, as needed, with interviewing candidates for open positions.
Effectively communicates company goals, expectations; as well as customer directives so every employee understands his/her role.
Attend meetings, events and special events as needed.
Encourages professionalism, open communication, employee engagement and retention.
Performs other related duties as assigned.
Required Skills/Abilities:
Excellent supervisory skills.
Excellent verbal and written communication skills.
Extensive knowledge of monitoring operations procedures.
Organized with attention to detail.
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
Ability to coach and mentor monitoring specialists.
Ability to interact and work with employees from various backgrounds and experience levels.
Ability to exercise sound judgment and problem solving and decision-making skills.
Ability to communicate, support, and enforce all department policies.
Proficient in Microsoft Office Suite or related software.
Proficient in operating and navigating in Mastermind and/or SONIP platform
Intermediate to high proficiency in ability to perform procedures for various customer queues including but not limited to SME, National Accounts, Sonitrol, etc.
Ability to exercise independent judgment based on experience to vary from standard operating procedures.
Ability to coach, mentor and train monitoring specialists.
Ability to prioritize and align resources in response to varying shift activities that impact service levels.
Physical Demands/Work environment:
Prolonged periods sitting at a desk and working on computer
Professional Office Environment/Monitoring Station
Variations of Temperature
Education and Experience:
High School Diploma or GED/equivalent required.
2+ years’ experience in call center environment preferred
1+ year supervisory experience preferred
Department of Defense secret clearance preferred
Must be flexible with work schedule to support the needs of a 24/7/365 monitoring center.
Wide variety of employee discounts on travel, equipment, and more!
We are a nationwide provider of security solutions, and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.
Related keywords
Alarm MonitoringSecuritas TechnologySonitrolCall CenterMastermindSONIPDepartment of Defense Secret ClearanceQuality Concern ReportsSMENational AccountsSecurity SolutionsStaffing ManagementEmployee EngagementService LevelsMonitoring Station
Securitas Technology, part of Securitas, is a world-leading provider of integrated security solutions that protect, connect and optimize businesses of all types and sizes. More than 13,000 colleagues in 40 countries are focused daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience. With clients at the heart of all we do, our people, knowledge and technology power our connected ecosystem of health, safety and security solutions and services.
Based on 1049 listings with disclosed salaries, most security & safety jobs in Ohio pay between $64k–$160k per year. Individual offers vary with seniority, company size, and specialization.
How many Security & Safety jobs are open in Ohio right now?
There are currently 6,444 open security & safety positions in Ohio listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Security & Safety roles in Ohio?
Companies currently hiring include Allied Universal, Bon Secours Mercy Health, Securitas Group, Amazon, KBR, Inc., among others. Browse the listings above to see every active employer.
Are there remote or hybrid Security & Safety jobs in Ohio?
Yes — 409 of the 6444 open security & safety positions offer remote or hybrid work (116 remote, 293 hybrid).
How do I apply for Security & Safety jobs in Ohio?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.