Monitoring Supervisor Job at SimpliSafe (Richmond, VA)

Job Description

We are seeking values driven, leaders to supervise one of our many teams of Monitoring Experience Specialists that provide security and life saving monitoring services to our growing base of Subscribers. Guided by the objectives and long term strategy of the company and reporting the Manager of Monitoring Experience on your assigned schedule, this position supports the leadership, management, and vision necessary to ensure that the company has the proper operational controls, administrative and reporting procedures, and team leadership processes in place to effectively serve and communicate with SimpliSafe’s customer base during the alarm moment.

Job Responsibility

Set team goals that align with SimpliSafe’s company plan and vision to provide world-class monitoring service to meet and exceed CSAA Five-Diamond and UL Certification for Central Station Operations at the site
Monitor team performance and productivity to provide constructive feedback and coaching to engage and develop team members
Build strong working relationships through communication with team members
Take escalated calls to ensure customer satisfaction, as well as assist with in emergency dispatch scenarios
Conduct 1:1 coaching sessions with team members to review prior month’s performance
Prepare and submit team and individual performance reports on a consistent basis
Recommend or implement measures to motivate employees to maintain or improve performance and efficiency
Conduct continual assessment of the team’s overall emotional well-being
react appropriately to staff’s needs in emergency and routine situations
Participate in regularly scheduled meetings with the leadership team to stay abreast of business needs and changes
At times, partnering with recruiting teams during recruiting initiatives and events
Fostering a work environment where team members receive personal development and career progression opportunities
Uphold standards and expectations through SimpliSafe established processes
Availability for on call hours as needed.

Requirements

Ability to pass multiple state licensing background checks and monitoring related exams
3-5 years of prior monitoring experience is preferred, with a minimum of 1 year of supervisory experience
Ability to monitor and track the receipt, transmission, and accuracy of messages processed using company emergency communications equipment and systems
Ability to instruct on how to make quick and accurate decisions involving life threatening and/or other emergency conditions
Proficiency in basic computer programs, including Microsoft Office and Excel
Experience effectively communicating with people in emotional or physical distress
The ability to use judgment and decision-making skills to evaluate situations, establish priorities, and resolve matters
Strong work ethic and the drive to contribute to company goals
Ability to prioritize in a fast-paced environment and excellent time management skills
Ability to multitask with different, and sometimes conflicting, events happening at the same time
Ability to engender respect and trust from staff and external constituencies
MUST CLEAR BACKGROUND CHECKS TO MEET STATE CENTRAL STATION OPERATOR LICENSING REQUIREMENTS IN MULTIPLE STATES, REQUIRING THE ABILITY TO PASS STATE AND NATIONAL BACKGROUND CHECKS BY HAVING NO CRIMINAL CONVICTIONS, GUILTY OR NOLO CONTENDERE PLEAS BACK TO AGE 18 (INCLUDING CONVICTIONS THAT HAVE BEEN SEALED OR EXPUNGED). THESE STATE LAW BACKGROUND CHECK REQUIREMENTS TYPICALLY APPLY TO THE FOLLOWING TYPES OF OFFENSES: FELONIES, CLASS 1 OR CLASS A MISDEMEANORS (AS THESE ARE COMMONLY REFERRED TO IN MANY STATE STATUTES, BUT THIS MAY VARY FROM STATE TO STATE), OFFENSES INVOLVING THEFT, SEXUAL OFFENSES, VIOLENCE, DISHONESTY OR CRIMES AGAINST A PERSON.

What we offer

A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive
A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families
Free SimpliSafe system and professional monitoring for your home
Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change
Participation in our annual bonus program, equity, and other forms of compensation, in addition to a full range of medical, retirement, and lifestyle benefits.

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Monitoring Supervisor

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