Central Monitoring Station Supervisor

We’re seeking a dynamic and detail-oriented Central Monitoring Station Supervisor to join our Central Command Centre in Kingston.

JOB SUMMARY 
The general purpose of this position is to supervise staff and ensure vehicle alerts and intrusion alarms are responded to timely and accurately. 

Oversee the day to day operation of the Central Monitoring Station.

KEY ACTIVITIES & RESPONSIBILITIES 

• Monitor alarm and alerts received via the various platforms
• Monitor and manage dispatches pushed to the various response team via the Now Force App
• Process incoming alarm signals with accuracy and verify authencity
• Contacting and dispatching security forces or other designated response services/security officer/liaison/ contact person if contact cannot be made with client.
• Escalate isues to relevant persons as directed by operating procedures.
• Follow up on dispatched alarms to ensure resolution and to confirm that all related protocols were followed
• Operates the Central Station two-way radios, phones and softwares using the appropriate guidelines
• Coordinating assistance for the client in the event of an emergency
• Review client information, alarm history, zone information
• Checking status of vehicles, alarm systems and work tools daily
• Recording and reporting incidents, system maintenance and customer concerns for immediate action
• Provide company reports as per company guidelines
• Monitor and report on white glove clients's accounts
• Execute team briefing at the start of each shift
• Gather relevant information surrunding incidents uncovered by the response team or client
• Cross Train new employees and create work schedules (roster)
• Monitor staff phone call quality and foster excellent customer service experience
• Track Staff Performance and implement coaching sessions to improve performance gaps
• Conduct Staff Appraisals
• Enforce the company's SOPs and polices
• Provide situation report to Manager at the end of each shift

PERFORMANCE STANDARDS 

• This job is satisfactorily performed when:
• All activities are carried out and all relevant processes executed properly
• Meet all required KPIs and targets assigned.
• Follow all protocols and procedures of the company as outlined
• Must meet deadlines

REQUIRED COMPETENCIES 
Core Competencies 

• Productivity - understand goals and KPIs relating to job function to become effective
• Communication - can put ideas across clearly orally or written
• Interpersonal Skills- ability to interact effectively
• Reliability in timings and turning up for work
• Analytical skills and problem-solving skills
• Good time management skills

Key Competencies 

• High Attention to details
• Knowledge of Microsoft Office Software
• Organized, logical and willing to adapt in a fast-paced environment.
• Team work and great team spirit
• Punctuality - Must be at work 15 minutes before the hour for briefings.
• Attendance - absences limited to approved leave and authorized medical certificates

REQUIRED QUALIFICATIONS AND WORK EXPERIENCE 

• Associate Degree in a Business Related Field or IT
• Supervisor Management- at least three years experience
• Customer Service- at least two years experience
• Computer -efficient in Microsoft Word and Excel and the have the ability to enter data efficiently and accurately
• Have sound knowledge and experience in safety and security practices would be an asset