Operations Center Supervisor

Title: Operations Center Supervisor

Reports to: Operations Center Manager

Location: Omaha, NE 

Compensation: $40,000 - $55,000, based on experience

Office Hours: Monday-Sunday: 5pm-8am (2 days off)

Team Member Benefits:

• Competitive base pay, quarterly bonus plan, and long-term incentive plan
• Medical, dental, vision, HSA options, and employee assistance program covering employee and eligible dependents
• 100% company paid life insurance, short-term disability, and long-term disability
• Paid Time Off and Holidays
• Tuition Assistance for you and your immediate family

About the company:

Signal offers franchising to entrepreneurs or law enforcement which provides a top of the line business model for security guard service firms. Signal has redefined the security industry through branding and technology and is experiencing phenomenal growth. Our corporate office sells franchises, launches them, and provides all the facets of business support and development.

Position Summary:

The Operations Center Supervisor is responsible for receiving incoming calls from national account clients or on behalf of Signal Franchises and dispatching the necessary service to address their need. This individual will also assist local operations to ensure client reports meet reporting standards. As a Lead, this role guides and supports team members through the consistent implementation of department processes.

Responsibilities:

• Receive all incoming emergency and non-emergency calls, emails, or other messages from assigned customers
• Use most applicable communication channel to accurately transmit incoming details to appropriate security personnel
• Respond to client dispatch with the outcome of their call
• Respond to and support the needs of Franchise Partners in the delivery of dispatch processes and service quality
• Ensure ticketing, reporting, and other documentation of procedures meets expectations
• Current knowledge of service areas
• Provides basic oversight of processes and dispatch team members to ensure consistency and completion
• Offers suggestions for service improvement regarding potential dispatch efficiencies
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without any notice

Skills/Abilities:

• Excellent interpersonal and communication skills, both verbal and written
• Ability to remain calm and communicate effectively during high call volumes
• Ability to exhibit dependability, initiative and discernment in problem-solving
• Consistent attention to detail
• Excellent customer service, organizational and multitasking skills
• Ability to develop unique solutions that balance the needs of the business without comprising service standards

Requirements:

• Must be able to pass a criminal background check
• High school diploma or GED required
• Proficient in English (oral and written), ability to speak Spanish a plus
• Must have a working knowledge of Microsoft Office, including Excel
• Must be willing to work rotating shifts, weekends, and holidays
• Call center experience preferred
• Conducts self in accordance to Signal Core Values and Employee Handbook   

Environmental/Working Conditions:

Normal office environment. Occasional overtime may be required and/or hours may be shortened as business needs dictate.

Physical Demands:

Requires sitting and standing associated with a normal office environment. Manual dexterity needed for computer keyboard. This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, skills and working conditions may change as needed.