Monitoring Manager

Monitoring Management
Oversee the day-to-day operations of the monitoring center, its operators, supervisors and support staff
Ensure that all work is done properly, according to company standards and in a timely manner by those directly supervised
Provide leadership that guides team members to efficiently handle all observed incidents and follow established procedures.
Monitor staff work for quality assurance to foster continuous process improvement and providing excellent service to all our customers.
Manage metrics, ensure customer satisfaction, and report on performance related to customer accounts.
Continuously develop, implement, and review operational systems, policies, and procedures to gain efficiencies, reduce errors and improve productivity
Develop and maintain effective processes, including but not limited to: recruiting, onboarding, training, scheduling, mentoring, coaching, performance standards, and rewards and recognition
Maintains safe and secure work environment by following safe practices.
Keeps customer’s security information confidential.
Investigate incidents and issues pertaining to the monitoring center
Work closely with internal IT resources in resolving hardware or software issues as they pertain to the monitoring center

People Management
Hire, motivate, train and evaluate employees to enhance their performance, development and work
Address behavior and performance issues, and make recommendations for personal growth
Develop training and development plan of supervisors, team leads and operators
Promote company culture that encourages high performance and high morale, built on empathy and relationships
Build alliances and partnerships with North America
Perform other duties as assigned from time to time including, but not limited to, the monitoring of customer sites

Job Requirements:
Candidate must possess at least a Bachelor's Degree in any of the following fields of study or its equivalentEngineering (Industrial)
Business Studies/Administration/Management
Property Development/Real Estate Management
Protective Services & Management
Hospitality/Tourism/Hotel Managemen

Minimum of 10 years working experience in the related field with at least 3 years as Operations Manager
Proven track record of leadership in motivating, managing, and directing a diverse 24/7 workforce.
Proven ability to solve problems and make quick, sound decisions based on experience.
Track record of delivering exceptional Customer Service
Working knowledge of service level metrics.
Strong knowledge of scheduling, staffing models, performance metrics and capacity planning.
Possesses a strong working knowledge of the Microsoft Office software suite (Word, Excel, Powerpoint, Outlook, etc)
Worked in a fast-paced/growth environment
Understanding of general finance and budgeting, including profit and loss