Job Description

CALL CENTER MANAGER – MONITORING & DISPATCH CENTER

Headquartered in the heart of Bel Air, ACS Security has grown to become the largest residential security company in the greater Los Angeles area, providing custom security solutions to over 15,000 residents. We work with local, expert monitoring and dispatch operators, as well as patrol and technicians in every neighborhood of Los Angeles who are familiar with the unique needs of our customers.

We are seeking an experienced, dynamic Call Center Manager to lead and develop our Monitoring Center, located in Bel Air, CA.

The ideal candidate will have a proven record of success in call center operations. This position leads, guides and directs daily monitoring center operations, by promoting continuous improvement in operational efficiencies within the organization.

DUTIES INCLUDE BUT ARE NOT LIMITED TO:

· Develop and manage staffing requirements for the monitoring and dispatch center (currently ~15 full time employees), including hiring, training, developing, coaching, counseling, retaining highly qualified team members to ensure that staffing effectively supports service 24/7 365 days a year.

· Develop and maintain strong working relationships with key business partners to ensure effective business support, including cross-departmental co-operation.

· Planning, monitoring, appraising, and reviewing overall monitoring center performance

· Lead the monitoring center team daily in support of all designated monitoring center functions.

· Enforcing all ACS Security policies and procedures

· Develop and support budget and financial performance plans.

· Develop, regularly review and recommend improvements for the monitoring center Standard Operating Procedures (SOPs), with effective innovation and operational change management.

· Execute timely follow up of customer issues as needed by review of event logs and other data for specific incidents

· Support Patrol Director with the reporting and distribution of daily officer vacation watch beats.

SKILLS AND ABILITIES:

· Strong sense of urgency in making the appropriate decision in a timely manner

· Sets positive examples of behavior and attitude, and exercises calm and sound judgment in a fast-paced, structured, and team-oriented environment.

· Must have experience with performance metrics and statistical analysis.

· Ability to analyze current work processes and systems, and recommend improvement opportunities to management

· Possess clear, articulate, and effective written and verbal communication, time management, and decision-making skills and experience

· Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity

• MAY WORK ALL SHIFTS TO SUPPORT THE NEEDS OF THE CENTRAL STATION INCLUDING WORKING EVENINGS AND WEEKENDS

· Self-starter with the ability to work independently, with minimal supervision

EXPERIENCE:

· Minimum of 7 years of call center management required, with experience in the security and home automation industry preferred.

Experience working as part of a 24/7 operating team, spanning multiple time zones.

WHAT’S IN IT FOR YOU:

· We offer a very competitive salary and excellent benefits.

· A chance to grow by working with an extremely talented team

· Entrepreneurial work environment with the freedom to get things done

· Make a true impact on our company and its services with high-visibility and possibilities for career growth

· Company outings, catered lunches, team building events and much more

LICENSING/TRAINING:

· Prior to beginning work, will be required to pass a Live Scan background check and obtain an Alarm Agent Employee (ACE) Card from the Bureau of Security and Investigative Services (BSIS). This must be maintained during employment

PHYSICAL REQUIREMENTS / WORK ENVIRONMENT

Note: The physical demands/described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ABILITY TO:

· Sit for long periods of time

· Walk and stand up to 2 hours per day

· Perform repetitive motion type tasks regularly using hands including using a mouse and keyboard

· Occasionally lift, carry and/or move items weighing up to ten pounds

· Hear sounds at normal speaking levels, in person and on the phone

· Speak including expressing and exchanging information, in person and on the phone

· Perform duties such as reading and preparing written documents, and viewing information on a computer terminal, using close visual acuity

Company Description

ACS Security is a full-service home security service provider. Small or large, residential or commercial, ACS can handle it. ACS specializes in home security systems for burglary/intrusion detection, fire detection, video surveillance, life safety, alarm monitoring, and home automation solutions for home and business . We are your go-to home security company! We deliver value-added security and surveillance systems and services offering convenience, peace of mind and satisfaction to every customer and are committed to fulfilling our customer's needs with integrity, honesty, enthusiasm and excellent service. ACS Security offers total home security services that are tailored to fit your modern lifestyle and protect your family.