ERC Alarm Agent Supervisor

PURPOSE:

Is responsible for all functions occurring on the operations floor of the Emergency Response Center, ensures that all Emergency Response Center for quality, performance, and production for Lead Alarm Agents and Alarm Agents are met on a daily basis.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Supervises and coordinates activities of Lead Alarm Agents and Alarm Agents engaged in handling in-bound calls, alarm signals, data entry, and reporting/scheduling.

Ensures productivity standards are met daily; including, but not limited to, average speed of answer, calls per hour, abandonment levels, percent talk time, and service level.

Provides ongoing coaching for Lead Alarm Agents and Alarm Agents; monitors and provides feedback.

Handles difficult and/or complex customer issues.

Works with the Operations Manager and other supervisors to improve Emergency Response Center operations.

Assists with interviewing, hiring, disciplinary action, and performance evaluations.

Acts as liaison between management and staff.

Assists with scheduling coverage in conjunction with corporate support team.

Provides assistance to operations support team as traffic/coverage indicates.

Coordinates and implements training schedules and materials for alarm processing in conjunction with corporate training support team.

Conducts new employee training, on-going training, monitoring, and feedback in conjunction with corporate support team.

Maintains training materials, records, and certification processes in conjunction with corporate support team.

Exhibits leadership qualities throughout the department.

Assists with hardware and software systems administration/maintenance.

Performs equipment checks.

Provides a detailed monthly report to management.

On-call duties during off-shift hours to support system administration.

Is knowledgeable of and committed to a diverse workforce and supports the Division EEO/AA goals.

Cultivates a positive and respectful work environment through employee education, positive reinforcement, modeling the behavior, providing adequate work tools, and administering policies fairly and consistently.

SUPERVISORY RESPONSIBILITIES:

This position directly supervises employees working in the emergency response center on the shift. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATION STANDARDS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE/SKILLS/ABILITIES:

Knowledge of alarm monitoring software, billing systems, and emergency response center operation.

Strong organizational, communication, and interpersonal skills.

Ability to work under stress and handle multiple tasks.

Must maintain a high level of confidentiality and judgment in dealing with customer and employee issues and handling complicated requests.

Word and spreadsheet experience.

Excellent customer service skills, ability to work independently, as well as inspire team atmosphere.

Excellent analytical and problem solving skills.

Ability to operate and troubleshoot basic office equipment (PC, printer, fax, receivers, alarm panels, telephone system, various software packages).

Must fulfill applicable Alarm Operator Licensing and registration requirements.

Central Station Alarm Association (CSAA) Operator Certification Level 1 & 2 must be obtained within six months of accepting position.

EDUCATION EXPERIENCE:

Associate's degree in Business, Communications, Accounting, MIS or related field from two-year College or technical school; Bachelor's degree preferred.

One to three years previous experience in a call center; monitoring center experience preferred.

Previous experience supervising, coaching and developing staff preferred.

The Spectrum brand is powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances.

FCC Unit: 13541 Business Unit: Customer Operations