SURVEILLANCE OPERATIONS SUPERVISOR- (Overnight Supervisor)

The Surveillance Operations Supervisor supports the department manager by leading a team in the Monitoring Operations Center. Working alongside other supervisors, they ensure the team follows protocols, meets performance standards, and delivers fast, accurate support to our customers while keeping operations running smoothly and efficiently.

Essential Functions

• Lead, coach, and develop the Surveillance Operations Center team to maintain high performance and operational excellence.
• Monitor service level performance, queue management, and deploy mitigation strategies to optimize service delivery.
• Analyze daily and weekly performance metrics to identify opportunities for efficiency and implement improvements.
• Ensure staff understand their responsibilities, delegate tasks as necessary, and provide guidance on complex situations.
• Manage team attendance, document call-ins, tardies, and early departures; coordinate coverage and update leadership calendars.
• Conduct weekly 1:1 meetings with team members to review performance and development goals.
• Support payroll and time-off administration, including timecard management, schedule exceptions, and punch corrections.
• Deliver disciplinary actions for underperformance or policy violations when needed.
• Keep the team updated on current protocols, procedures, and best practices.
• Address escalated customer issues, assist Team Leads in challenging situations, and diffuse difficult calls.
• Monitor Team Lead productivity, providing coaching and feedback to ensure effective team management.
• Assist in incident reviews, resolving customer complaints, documenting actions, and completing required coaching.
• Support onboarding and training for new employees.

Competencies

• Organization: Manage multiple tasks, create structure, and meet deadlines efficiently.
• Planning: Set and accomplish goals using available resources; estimate time and effort effectively.
• Professionalism: Remain tactful, respectful, and accountable under pressure.
• Innovation: Generate creative solutions and suggest improvements to operational processes.
• Problem Solving: Analyze issues, develop alternatives, and implement effective solutions.
• Written Communication: Produce clear, accurate, and professional written communication.
• Diversity: Respect cultural differences and promote an inclusive, harassment-free environment.Ethics: Act with integrity, uphold organizational values, and inspire trust.
• Strategic Thinking: Understand organizational strengths and weaknesses, anticipate challenges, and adapt strategies to changing conditions.

Requirements

• Minimum 3 years of supervisory experience, preferably in a contact center or monitoring/alarm environment.
• Strong communication and interpersonal skills at all levels.
• Exceptional organizational and leadership abilities.
• Ability to learn and manage multiple job functions.
• High school diploma required; Associate’s or Bachelor’s degree preferred.

Supervisory/Management Responsibility

• Directly reports to the Dispatch/Monitoring Manager and assumes managerial duties in their absence.
• This position has direct reports and formal supervisory responsibilities.

Work Environment

• Professional office and/or remote environment.
• Regular requirements: seeing, speaking, hearing, sitting, standing, walking, and using hands and arms.

Position Type / Expected Hours of Work

• Full-time position.
• Hours are based on business needs, including potential beyond standard business hours.
• Must support flexible scheduling to accommodate a 24x7 operational environment.