[Hiring] Service Operations Supervisor @Vector Security

Role Description

The Service Operations Supervisor will supervise the work of a team of Operations Coordinators to provide operational excellence through a functional and efficient service and repair process for life safety and asset protection systems for all Vector Security Networks customers. You will be responsible for ensuring proper resolution of escalations, internal and external reporting, and maintaining Service Level Agreements.

Responsibilities

• Oversee day to day operations team workflow:
• Review team performance based on report card metrics for each team member ensuring completion of tasks, processing of incoming new work, and continued movement of existing work orders.
• Work with team to improve service efficiencies and address service opportunities.
• Review team’s timesheets, performance and initiate biweekly team reviews.
• Daily review with technicians for open work orders and service opportunities from their end.
• Daily review of scheduling dashboard regarding the service tickets progress and closures.
• Search and review and assign emergency service requests and ensure all requests are assigned.
• Act as a funnel point for ROCS team to receive escalated requests, specialized requests, and assign to team for processing.
• Communication:
• Provide communication to Vector Security Network clients regarding escalations, large scale service work, and overall service performance.
• Assist with resolution of customer complaints regarding performance related to dispatching of service.
• Coach team members on performance in duties and areas of responsibility.
• Coordinate with other departmental and divisional leadership on service work which requires their input or expertise to resolve, providing schedule and scope detail to ensure successful outcomes.
• Hold team and one-on-one meetings to provide feedback and identify areas of opportunity for additional training.
• Work with leadership and training staff to build training programs for team development.
• Coordinate with the Service Billing team to address any TSP billing issues and work order concerns.
• Operation Coordinator Performance:
• Distribute and reinforce policy and procedural items to team members.
• Monitor coordinator dashboards and workflow to ensure timeliness and volume metrics are met.
• Participate in developing performance reviews for team members.

Qualifications

• High School Diploma or GED equivalent required.
• Supervisory experience of 1-2 years - Preferred.
• Electronic Security Industry/Call Center Experience as a Lead or Supervisor - Preferred.
• Must be able to coach and provide feedback on areas of improvement, process alignment, and workflow.
• Must be able to motivate peers and/or direct reports and encourage teamwork through collaboration while sharing best practices.
• Experience with Microsoft Office products (Excel, Word, PowerPoint) required.
• Experience with MS D365 is a plus.
• Manage travel cost through TSP Selection in regional area of responsibility, job bundling for travel, and work to resolve issues in as few trips as possible to help reduce expenses.
• Must be able to manage expectations based on proven key performance indicators that show progression in area of responsibility: i.e., response and repair days, return trips, managing partner compliance with portal usage.

Benefits

• Competitive compensation with incentive eligibility.
• Medical, dental and vision coverage.
• Company paid life and AD&D insurance.
• Company paid short- and long-term disability.
• Voluntary benefit products.
• 401k retirement savings plan.
• Flexible Spending Account.
• Paid time off.
• Tuition reimbursement.
• Employee Assistance Program (EAP).