Lead and provide oversight of the Operators who staff the Operations Center. Ensure the Operators are fully trained, skilled and proficient in all technologies required to execute their role. Coordinate calls for emergency services and assist with providing information and direction to responding units. Lead and manage multiple monitoring platforms within the Operations Center. Complete understanding of process and best practice as related to the Operations Center. Provide timely, accurate and t... more details
Overview Join the leader in providing smarter solutions for a safer world. The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastle’s mission is to be our customers’ best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants. This role is a Shift Supervisor. Kastle Operations Center (OC) Operators are responsible for responding to alarm activations, placing outbound calls to clients to inform them of security related events; responding to access control concerns, assisting clients with building and elevator access security, assisting with special projects and performing administrative functions as required. OC Shift Supervisors will provide professional, accurate and efficient services to Kastle's clients. Bilingual candidates are highly encouraged to apply. Schedule: Tuesday - Saturday - 1pm - 9:30pm EST. 100% in office. Responsibilities Lead and provide oversight of the Operators who staff the Operations Center. Ensure the Operators are fully trained, skilled and proficient in all technologies required to execute their role. Coordinate calls for emergency services and assist with providing information and direction to responding units. Lead and manage multiple monitoring platforms within the Operations Center. Complete understanding of process and best practice as related to the Operations Center. Provide timely, accurate and thorough individual coaching feedback sessions that focus on performance improvement opportunities in customer satisfaction, communication skills and technical ability. Insure proper Operation Center staffing levels. Deliver training and crew briefs to existing employees. Assist in the implementation of goals and objectives; ensure adherence to policies and procedures. Communicate with other departments and management to resolve problems and expedite work. Write straightforward explanations and customer correspondence within company guidelines. Adapt coaching styles depending on the situation and audience, providing feedback that is specific and constructive while encouraging all team members in incremental performance improvement. Research and obtain data and information from automated and manual resources and networked databases in direct support of video operations. Review, assist and prioritize requests for information and assistance while following appropriate procedures and protocols to initiate information collection and dissemination in an efficient manner Hold members accountable for meeting and exceeding performance expectations and quality standards Keep leadership informed of critical events that could impact Kastle Operations. Ensure the preparation and completion of the daily Supervisor report Qualifications High school diploma One-year Command Center/Call Center experience preferred One-year personnel management experience preferred Exhibits professional demeanor, patience, teamwork, motivation and a great attitude Strong attention to detail; exceptional verbal and written communication skills Demonstrate flexibility by working varying shifts and responding to unanticipated events Able to work well under pressure and be able to multi-task Demonstrated ability to manage staff on various workflows Equal Opportunity Statement At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.
