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:- 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
Supervisor Duties:
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
Preferred Qualifications:- Alarm Monitoring or other security related industry experience
- Post-secondary education
- Bi-lingual (French & English) written & verbal
PHYSICAL DEMANDS;
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.
WORKING CONDITIONS;
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
Pay: $65,000 - $75,000 (DOE)
