Service Operations Supervisor
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Job Description
Service Operations Supervisor overseeing remote U.S. operations coordinators for Vector Security’s life safety and asset protection services. Managing escalations, work orders, service performance, and customer communications.
Responsibilities:
- Supervise the work of Operations Coordinators to provide operational excellence through efficient service and repair processes
- Oversee day-to-day operations team workflow and review team performance using report card metrics
- Ensure completion of tasks, processing of incoming work, and movement of existing work orders
- Improve service efficiencies and address service opportunities
- Review team timesheets and performance and initiate biweekly team reviews
- Review open work orders, service opportunities, scheduling dashboard progress, and ticket closures
- Search, review, and assign emergency service requests
- Receive escalated and specialized requests through the ROCS team and assign them for processing
- Communicate with clients regarding escalations, large-scale service work, and overall service performance
- Assist with resolving customer complaints related to service dispatching
- Coach team members on performance and areas of responsibility
- Coordinate with departmental and divisional leadership on service work requiring additional expertise
- Hold team and one-on-one meetings to provide feedback and identify training opportunities
- Work with leadership and training staff to build team development programs
- Coordinate with the Service Billing team on TSP billing issues and work order concerns
- Distribute and reinforce policies and procedures
- Monitor coordinator dashboards and workflow to ensure timeliness and volume metrics are met
- Participate in developing team member performance reviews
- Manage travel costs through TSP selection, job bundling, and issue resolution in as few trips as possible
Requirements:
- High School Diploma or GED equivalent required
- Supervisory experience of 1-2 years - Preferred
- Electronic Security Industry/Call Center Experience as a Lead or Supervisor - Preferred
- Must be able to coach and provide feedback on areas of improvement, process alignment, and workflow
- Must be able to motivate peers and/or direct reports and encourage teamwork through collaboration while sharing best practices
- Experience with Microsoft Office products (Excel, Word, PowerPoint) required
- Experience with MS D365 is a plus
- Must be able to manage expectations based on proven key performance indicators, including response and repair days, return trips, and partner compliance with portal usage
Benefits:
- Competitive compensation with incentive eligibility
- Medical, dental and vision coverage
- Company paid life and AD&D insurance
- Company paid short- and long-term disability
- Voluntary benefit products
- 401k retirement savings plan
- Flexible Spending Account
- Paid time off
- Tuition reimbursement
- Employee Assistance Program (EAP)
- Growth opportunities
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