Central Illinois Security (CIS) is seeking a highly motivated and experienced individual to join our team as a Central Station Supervisor. CIS is a leading alarm monitoring service that provides 24/7 support for commercial and residential customers.

The Central Station Supervisor is a working supervisor who handles central station calls and supervises a team of central station operators. You will be responsible for ensuring calls are handled in a timely and efficient manner, while maintaining a high level of professionalism and customer service.

The CIS Central Station Supervisor works first shift M-F 7:00 AM 3:30 PM occasionally filling in on second shift, third shift, or weekend/holidays to provide coverage ensuring the Central Station is always fully-staffed to handle calls.

This position is paid an hourly wage with full benefits and is eligible for overtime compensation.

The Central Station Supervisor will report to CIS General Manager. And will work closely with all CIS team members.

Responsibilities:

• Provides exceptional customer services to all internal and external customers.
• Calmly and appropriately answers and oversees responses to incoming/outgoing alarm response calls, dispatches proper authorities, notifies responsible parties, and properly documents all responses within the alarm monitoring software system.
• Ensures that large numbers of inbound alarms are addressed in a timely manner.
• Supervises overall policies and procedures related to the central station call center.
• Provides initial and ongoing training to central station operators.
• Regularly creates and distributes central station operator work/shift schedule and fairly addresses scheduling conflicts as quickly as possible.
• Supervises, schedules, and coordinates central station operators workload and monitors their productivity by tracking projects, reviewing reports, and performing statistical analysis.
• Helps to identify customers needs, clarify information, research issues, and provide solutions and/or alternatives.
• Brainstorms with the team to come up with ideas to resolve problems to better serve the customer and improve productivity.
• Addresses questions about policies and procedures and recommends corrective services to address customer complaints.
• Facilitates communication with all team members to address and resolve employee issues.
• Regularly evaluates employee performance and coaches team members for continuous improvement.
• Addresses personnel concerns with CIS General Manager and Corporate Senior Leadership.

Qualifications:

• High School diploma or GED.
• Three years experience in a call center environment. Experience working in a Central Station will make you a stronger candidate.
• Must be authorized to work in the United States. No visa sponsorship is available.
• Must have clean background to obtain industry-required PERC.
• Supervisory or team lead background makes you a stronger candidate.

CIS is an equal-opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, domestic partner status, sexual orientation, genetic information, citizenship status or protected veteran status.