Service Operations Supervisor
New
V
Vector SecurityElectronic security
Remote US/USAFull-TimeManager
Salary54,488 - 87,029 USD per year
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Job Details
- Experience
- Supervisory experience of 1-2 years - Preferred
- Required Skills
- Microsoft DynamicsMicrosoft ExcelMicrosoft OfficePowerPointCoaching
Requirements
- High school diploma or GED equivalent required.
- Supervisory experience of 1-2 years preferred.
- Electronic Security Industry or call center experience as a lead or supervisor preferred.
- Experience with Microsoft Office products, including Excel, Word, and PowerPoint, required.
- Experience with MS D365 is a plus.
- Ability to coach and provide feedback on improvement, process alignment, and workflow.
- Ability to motivate peers or direct reports and encourage teamwork and collaboration.
- Ability to manage expectations using key performance indicators, including response and repair days, return trips, and partner portal compliance.
Responsibilities
- Oversee daily operations team workflow and review team performance metrics, incoming work, and existing work orders.
- Work with the team to improve service efficiencies and address service opportunities.
- Review timesheets and performance, and initiate biweekly team reviews.
- Review open work orders and service opportunities with technicians, and monitor service-ticket progress and closures.
- Assign emergency service requests and route escalated or specialized requests to the team.
- Communicate with Vector Security Network clients about escalations, large-scale service work, and service performance.
- Assist with customer complaints related to service dispatching and coach team members on performance.
- Coordinate service work with departmental and divisional leaders, providing schedule and scope details.
- Hold team and one-on-one meetings, identify training needs, and work with leadership and training staff on development programs.
- Monitor coordinator dashboards and workflow, reinforce policies and procedures, and participate in performance reviews.
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