Summary: Facilitate, coach, and provide leadership and resources for a team consisting of average of 15 - 20 team members. Provide guidance, support, advice, and experience and enable the team with regards to continuous development, Call Review, and techniques for assisting customers during a live alarm scenario. Responsible for the efficient handling of alarms and inbound customer call backs relating to their ADT alarm activities. Duties and Responsibilities:
- Facilitate, coach, and provide leadership and framework for daily activities.
- Increase team's process and business knowledge/understanding, enabling higher levels of performance productivity and efficiency.
- Ensure staff works within the guidelines established by the organization.
- Provide guidance, support, advice, and experience.
- Monitor and review team member performance and provide feedback.
- Provide individual performance trends and analysis to team members.
- Assist team members in developing and implementing team and individual measurements in support of process, procedures, and organizational goals.
- Responsible for managing conflict and diversity.
- Foster team building and group dynamics; provide career development planning and opportunities.
- Lead team by role modeling company values.
- Provide technical education on call center strategies, including all related policies and applicable laws governing alarm and call handling.
- Communicate business performance and direction.
- Other duties as assigned. Education/Certifications:
- Two or Four year degree in business, liberal arts, or related program preferred. Experience:
- Two (2) years of experience in a customer service-related position.
- Two (2) years of experience in a supervisory capacity, preferably in a service environment managing non-exempt level employees. Skills:
- Managerial and excellent communication and interpersonal skills required.
- Must be PC proficient.
- Must understand call center dynamics and key measurements.
- Working knowledge of Microsoft products (Excel, Word, PowerPoint, and Teams) along with knowledge of MasterMind monitoring products. Location Requirement: Must reside near the Rochester, NY Monitoring Center, as this position requires onsite work. Schedule Requirement: Thursday-Sunday 2:00 P.M. - 11:30 P.M. EST ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.