Company Overview:

　　ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses and larger commercial customer every day. Our continuous innovation, advanced technology and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go. And as times change, so do we. Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck. #WeAreADT

　　Check out more about life at ADT here.

　　SUMMARY: To direct and manage the daily activities of the Call Center and/or monitoring staff in the attainment of departmental goals while ensuring the highest possible level of customer service. To provide leadership and coaching for Call Center representatives to assure that all employees succeed in meeting individual goals for performance as well as career growth.

　　ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. To perform this job successfully, the Monitoring Supervisor may be expected to perform some or all of the duties listed.

　　 Maintain situational awareness of the activity in the Call Center and prioritize and direct the activities of the staff to most efficiently meet departmental goals.

　　 Performing quality assurance evaluations of employees to determine both the areas that the employee excels in and areas that need improvement.

　　 Coaching employees in correcting performance issues.

　　 Answering questions from representatives.

　　 Take disciplinary action when necessary including documentation of oral and written warning notices and terminations when needed.

　　 Meet with employees on a regular basis to review overall performance and set expectations for improvement and personal growth when applicable.

　　 Ensure that all customer correspondences are responded to or forwarded to the appropriate department within 72 hours of receipt in the department.

　　 May track statistical information as needed for the department and compile data into reports that are submitted to management in a timely manner.

　　 Ensure that performance reviews are completed and are conducted in a timely fashion.

　　 Ensure that all employees maintain schedule adherence, including arrival, breaks and lunch schedules.

　　 Conduct communication meetings with employees on a regular basis to ensure that changes in policies, procedures and standards are disseminated in a clear and concise manner and are understood by each employee. Also utilize this time to have employees vocalize any questions and concerns about operational issues.

　　 Handle escalated customer calls as needed.

　　 Meet with Specialists on a weekly basis to review individual employee performance and gather and exchange information on team performance.

　　 Process required forms for payroll and personnel.

　　 Write letters of correspondence to customers in response to questions or concerns.

　　 Complete projects as requested by management.

　　 May be required to obtain and maintain any licensing required for this position.

　　 Ensure accuracy of data in Mastermind Monitoring

　　 Establish good working relationships with other departments

　　 Perform Research on customer care calls related to monitoring

　　 Make credit adjustment to accounts when necessary

　　 Work with the branches and other departments to ensure customer issues are resolved

　　 Update account instructions as needed

　　 Utilize dashboards and reports to proactively manage account activity and support National Account customers

　　 Performs other duties and related work as assigned.

　　 Position requires weekend, holiday and shift work and may require mandatory overtime.

　　SUPERVISORY RESPONSIBILITY

　　 Providing daily work direction for up to 50 full-time employees, approval of absences and/or overtime, recommendations and/or approval regarding hiring, terminations, pay changes and job changes.

　　 Continuously upgrade and /or enhance supervisory skills by participating in available classes, training, and seminars.

　　 Train, coach and mentor representatives on all duties of a specialist agent.

　　 Provide formal training, one-on-one or group training to disseminate information related to acquisitions, system changes, call handling procedures and other topics, which require personal presentations.

　　 Decisions in this role are made within prescribed operating guidelines.

　　KNOWLEDGE, SKILLS, AND ABILITIES

　　Knowledge

　　 Knowledge and understanding of call center systems & operations.

　　 Knowledge of the principles, practices, and techniques of supervision.

　　Skills

　　 Excellent oral and written presentation skills.

　　 Continuous use of discretion.

　　 Frequent need for creativity.

　　 Must have exceptional customer service and negotiating skills.

　　 Must be able to work with confidential information regarding customer accounts and employee files.

　　 Must be very organized and detail oriented.

　　 Must be able to prioritize.

　　Abilities

　　 Ability to work overtime as requested by management.

　　 Ability to speak effectively before groups of customers or employees of the organization.

　　 Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

　　 Ability to write reports business correspondence, and procedure manuals.

　　 Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

　　 Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

　　 Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

　　 Statistical analysis ability is also necessary.

　　 Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

　　 Ability to effectively deal with problem situations involving both personnel and processes.

　　 Ability to work with cross-functional teams.

　　PHYSICAL DEMANDS

　　 While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.

　　 The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

　　 Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

　　 Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

　　WORK ENVIRONMENT

　　 While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock.

　　 The noise level in the work environment is usually moderate.

　　MINIMUM QUALIFICATIONS

　　 High School Diploma or General Education Degree (GED) and two to three years leadership experience and three to five years customer service experience.

　　 College or technical training preferred.

　　 Experience establishing operating procedures & measurements.

　　 Representative III or similar experience may be preferred.

　　CERTIFICATES, LICENSES, REGISTRATIONS

　　 May be required based on requirements of certain State and local regulations.

　　 Alarm Agent permit (to be obtained upon hire).

　　ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.