Monitoring Operations Manager
- Ottawa, ON, Canada
Pay: $65,000 - $75,000 (DOE) · Full-time
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Job details
- Pay
- Pay: $65,000 - $75,000 (DOE)
- Job type
- Full-time
- Apply by
- Experience
- 5 years’ experience as a manager overseeing personnel development & growth
- Posting language
- English
- Posted
Original job description
The Monitoring Operations Manager will oversee the day-to-day control of personnel within our Underwriters Laboratories of Canada (ULC) Alarm Monitoring Centers across Canada. Leading & developing a seasoned team to ensure successful performance of the day-to-day operation.
This position is offered in Ottawa, ON and is responsible for managing & maintaining the physical location & ULC listings for this Signal Receiving Center. This position directly reports to the Director of Monitoring Operations.
Responsibilities:
In accordance with applicable Company policies/procedures and Federal/State laws, will perform the following supervisory responsibilities: planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Required Qualifications:
In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job:
In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job:
This position is offered in Ottawa, ON and is responsible for managing & maintaining the physical location & ULC listings for this Signal Receiving Center. This position directly reports to the Director of Monitoring Operations.
Responsibilities:
- Interview, hire and oversee the recruitment of staff
- Implement and monitor operational plans to meet quality standards & contracted KPI values
- Control costs and maximize productivity through the implementation of best practices and standardized processes
- Coordinate with the technical team to address operational priorities during maintenance & project work
- Conduct effective and timely performance reviews that comply with company goals and objectives
- Ensure that all members of your team have their responsibilities and authorities clearly established & measured
- Foster a corporate culture that promotes safe practices and encourages individual integrity and accountability
- Build a team to provide 24-hour support for the Alarm Monitoring Operations
- Facilitate the Leadership Development & Coaching Program for direct reports
- Coordinate with the Human Resources team; scheduling, onboarding, time keeping, payroll, promotions, resignations & terminations
- Coordinate & schedule vendors to maintain the operational standard of the ULC Signal Receiving Center in Victoria
- Collaborate and provide backup for alternate location manager responsibilities
- Complete annual ULC audits and coordinate emergency planning & disaster recovery drills
In accordance with applicable Company policies/procedures and Federal/State laws, will perform the following supervisory responsibilities: planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Required Qualifications:
- 5 years’ experience as a manager overseeing personnel development & growth
- Ability to lead and supervise a team effectively
- Strong computer and technical call center aptitude
- Able to work independently, manage time effectively, and work with multiple deadlines
- Excellent written and verbal communication, as well as interpersonal skills
- Flexibility to work within a 24-hour workplace
- Alarm Monitoring or other security related industry experience
- Post-secondary education
- Bi-lingual (French & English) written & verbal
In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job:
- Must be able to effectively communicate, (i.e., see, hear, speak, and write clearly), in English, in order to communicate with colleagues and/or customers;
- Manual dexterity required for all day computer work, occasional reaching, lifting of light office objects, and operating office equipment
- Ability to focus, at a computer, for extended periods of time.
In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job:
- The office is clean, orderly, properly lighted, and ventilated. Noise levels are considered low to moderate
More about this job
Responsibilities
Manage the day-to-day operations, personnel, and physical site of a ULC-listed alarm monitoring center, ensuring service quality, contracted KPI performance, productivity, and 24-hour support. Recruit and develop staff, coordinate with technical and HR teams and vendors, and oversee audits, emergency planning, and disaster recovery drills.
Requirements
Requires at least five years of management experience overseeing personnel development, along with effective team leadership, strong computer and technical call center aptitude, and excellent communication and interpersonal skills. Candidates must work independently, manage multiple deadlines, and be flexible in a 24-hour workplace; alarm monitoring or security experience, post-secondary education, and French-English bilingual ability are preferred.
Skills
- Personnel Management
- Team Leadership
- Recruitment
- Performance Management
- Operational Planning
- KPI Monitoring
- Cost Control
- Process Improvement
- Call Center Operations
- Technical Aptitude
- Communication
- Time Management
- Coaching and Development
- Human Resources Coordination
- Emergency Planning
- Disaster Recovery
Visa sponsorship
Not detected in the job text
Categories
- Management & Leadership
- Security & Safety
- Customer Service & Support
- Human Resources
- Technology
Keywords
- Alarm Monitoring
- ULC Signal Receiving Center
- Security Industry
- Monitoring Operations
- 24-Hour Support
- Personnel Development
- Recruitment
- Operational Plans
- Quality Standards
- Contracted KPIs
- Cost Control
- Productivity
- Standardized Processes
- Performance Reviews
- Leadership Development
- Coaching
- Human Resources Coordination
- Vendor Coordination
- ULC Audits
- Emergency Planning
- Disaster Recovery
- Call Center Operations
- Technical Operations