Contact Center Supervisor

Contact Center Supervisor

This position is 100% in-office and reports to our facility on site in Syracuse, NY.

The Contact Center Supervisor is responsible for supporting and leading our Specialists while they are focused on saving lives and protecting property. The Contact Center Supervisor will be prepared to aid in all emergency dispatches and circumstances that require an escalated response. The Supervisors will focus on real-time data metrics to ensure the department is properly aligned and meeting customer service and service level expectations. Our supervisors lead by example and are consistently dedicated to the company mission of protecting life and property.

2nd Shift (1500 - 2330)

3rd Shift (2300 - 0730)

$28.00 per hour - $32.00 per hour

Second Shift, Third Shift, & Weekend Shift Differentials

Directly supervises, supports, and guides the day-to-day activities of the Specialists that are handling emergency alarms and calls

Responsible for supporting the Specialists by providing appropriate resolution technique in real-time emergencies and potentially sensitive situations

Identify deficiencies or areas of opportunity and coordinate appropriate training needs for the Specialists

Develop and implement tracking mechanisms and workflows that provide clear insight into staff performance and supports ongoing development

Monitor and evaluate inbound and outbound alarm and call traffic through multiple automation platforms.

Engage with customer and service providers to serve as point person for escalated situations that may require the assistance of other departments or on-call personnel

Accountable for overseeing staffing levels, attendance, and allocation of resources to ensure adherence to service level goals and organizational objectives

Prepared to handle in-bound and out-bound call traffic as needed

Promote a positive and supportive working environment that motivates high performance and recognizes staff performance and contributions

Protect employee and company privacy with the utmost confidentiality and organizational integrity

Associate degree, equivalent Military or 2+ years of relevant work experience in customer service

3-year management, supervisory or leadership experience preferred

Must successfully complete and pass the RRMS New Hire Operations Training Course

Proficient and above average computer knowledge and skills

Excellent written and verbal communication skills

Successfully clear drug screen and background check to meet industry and security licensing requirements

Ability to be licensed in all required areas as defined by RRMS

Required to complete the steps necessary to achieve a Department of Defense Secret Clearance

Required, weekend availability

Work is performed in an office environment. Employee may be subject to some lifting up to 10lbs

Ability to use general office equipment

Paid new hire training

Shift flexibility (night owls and weekend warriors welcome)

Annual salary increases

Medical, Dental, Vision, and 401k

Additional compensation for special skills, particularly: bilingual in Spanish

Paid Vacation and Sick Time

Wellness Program + Wellness DAYS OFF

Internal advancement opportunities

The opportunity to make an impact on communities across the country every day

Rapid Response Monitoring is a national leader in the monitoring of alarms and security systems. Designated as an Essential Business by the Department of Homeland Security, we are dedicated to protecting life and property. Founded and headquartered in Syracuse since 1992, with offices in California and Nevada. Our growing organization serves as a critical response center focused on protecting life, residences, and businesses. Whether it's a kitchen fire, an intruder at a business, a family member experiencing a medical emergency, or preventative non-emergency customer service conversations, our heroes are here to serve every day - 24/7, 365 days a year. Supported by teams of experts in their respective fields, our highly trained specialists are the monitoring backbone for thousands of alarm companies across the country. If you are in search of a unique, rewarding career opportunity in an industry like no other, join #TeamRapid!

Located in Franklin Square, Rapid Response prides itself as a newly remodeled state-of-the-art facility containing ultra-modern technology. From touch-free entrances and continual sanitization to iPad break rooms and comfortable lounge areas, our employees enjoy a pristine and contemporary work environment.