Service Operations Supervisor

🕒 Outubro 15

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $54.488 - $87.029 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

⚙️ Operações

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Vector Security

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 1970

🔐 Segurança

👥 B2C

🤝 B2B

💰 $450.000.000 Debt Financing em 2019-06

Security • B2C • B2B

A Vector Security é fornecedora de soluções de segurança residencial e comercial que projeta, instala e monitora sistemas de alarme, vigilância por vídeo, automação de casas inteligentes e sistemas de segurança contra incêndio e de proteção à vida. A empresa oferece instalação profissional, monitoramento 24/7, controle via aplicativo móvel e suporte local para residências e empresas, além de serviços gerenciados de segurança física e de rede. Com décadas de experiência, a Vector Security atende tanto consumidores individuais quanto clientes comerciais regionais e nacionais.

Descrição

• Supervise the work of Operations Coordinators to provide operational excellence through efficient service and repair processes • Oversee day-to-day operations team workflow and review team performance using report card metrics • Ensure completion of tasks, processing of incoming work, and movement of existing work orders • Improve service efficiencies and address service opportunities • Review team timesheets and performance and initiate biweekly team reviews • Review open work orders, service opportunities, scheduling dashboard progress, and ticket closures • Search, review, and assign emergency service requests • Receive escalated and specialized requests through the ROCS team and assign them for processing • Communicate with clients regarding escalations, large-scale service work, and overall service performance • Assist with resolving customer complaints related to service dispatching • Coach team members on performance and areas of responsibility • Coordinate with departmental and divisional leadership on service work requiring additional expertise • Hold team and one-on-one meetings to provide feedback and identify training opportunities • Work with leadership and training staff to build team development programs • Coordinate with the Service Billing team on TSP billing issues and work order concerns • Distribute and reinforce policies and procedures • Monitor coordinator dashboards and workflow to ensure timeliness and volume metrics are met • Participate in developing team member performance reviews • Manage travel costs through TSP selection, job bundling, and issue resolution in as few trips as possible

🎯 Requisitos

• 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 • Must be able to manage expectations based on proven key performance indicators, including response and repair days, return trips, and partner compliance with portal usage

🏖️ Benefícios

• 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) • Growth opportunities

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