Central Station Manager 3rd

Overview

The Central Station Shift Manager is responsible for the supervision and operational management of the customer-focused Central Station workforce. This is a hands-on leadership position responsible for training, and management of daily activities in a fast paced 24/7/365 call center.

The manager will also work closely with other functional units to meet defined service level agreements and achieve high levels of customer satisfaction. Eligible candidates will have at least 2 years experience managing a high-volume call center, preferably in an alarm and/or access control environment.

Pay starts at $70,000/year plus benefits and paid time off.  All applicants applying for a position at Datawatch Systems must be willing to submit to a drug screening and criminal background check. E/O/E/M/F/V/D 

Responsibilities

The Manager’s primary responsibility is leadership towards goals and objectives. Duties will include the following:

• Manage day to day operations and activities in the Central Station, a mission critical 24/7/365 operation.
• Motivate and hold accountable a diverse workforce.
• Determine appropriate minimum staffing levels for all shifts, working closely with HR to ensure that candidate flow is always at an adequate level to account for turnover, peak demands, growth, etc. Actively participate in the interview and selection process.
• Lead by example. Interact effectively with customers and co-workers and instill a strong sense of confidence through outstanding attention to detail, a high sense of urgency, and outstanding follow-up.
• Implement industry best practice(s) where plausible and not present today; proactively identify opportunities to increase effectiveness and efficiency of operational processes and implement said opportunities.
• Identify and coordinate training needs for staff

Qualifications

To be effective in this role the Central Station Manager must possess and demonstrate the following skill sets:

• Qualified candidates must be highly organized and able to manage multiple priorities and projects at once.
• Must possess excellent interpersonal communication skills with employees and clients.
• Requires demonstrable knowledge of call center management, operations and quality processes.
• Successful record of maximizing staff performance, developing others and leading a diverse team to achieve defined objectives and goals.
• Must have a solid technical knowledge base with a strong desire to become familiar with and competent in dealing with new hardware/software applications unique to the Call Center / Access Control and Monitoring industry.
• Some weekends and a flexible schedule are necessary