Manager Monitoring

Job Category: Customer Support/Client Care Brink’s Home Security® was founded in 1983 as an affiliate of Brink’s Incorporated® - the world’s largest provider of secure transportation services. We are a rapidly growing company, currently providing monitoring services to over 1,200,000 customers in more than 250 metropolitan markets in the United States and Canada. Brink’s Home Security® is proud to be an industry leader by providing reliable security for your family, home or business. Become a part of the Brink’s® Team We are looking for hard-working, enthusiastic individuals to become part of the Brink’s Home Security® Team. We offer a variety of rewarding and challenging career opportunities with competitive salaries, an inspiring work environment, great benefits and ongoing professional development. Career opportunities may be found at the National Support Center, located in Irving, Texas, a suburb of Dallas/Fort Worth, our National Customer Contact Center, located in Knoxville, Tennessee, or at one of our sales and service branch offices located across the United States as well as British Columbia, Canada.   Manager Monitoring Description:SUMMARY: Responsible for managing the Customer Monitoring department by directing and coordinating the call and response activities. The position will build and maintain cooperative working relationships between all Brink's Home Security departments with direct or indirect customer contact.ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following,* Oversee and guide the activity of the Customer Monitoring Department* Identify opportunities for revising business procedures, policies, and structures* Ensure Brink's Home Security provides the highest quality monitoring service while maintaining costs within levels established by senior management* Gather and report information and develop strategies to improve response times and department productivity while maintaining employee morale* Gather and report information and develop strategies to reduce false alarm dispatches to Brink's Home Security's customers* Assure the ongoing communication between the Brink's Home Security's Customer Relations departments and local law enforcement agencies* Supervise the upkeep, distribution, and adherence of the Disaster Recovery Manual* Coordinate with Human Resources Department to ensure that all Customer Monitoring employees are fingerprinted and have applied for their Central Station Apprentice License/Certificate through the Texas Board of Private Investigators* Maintain licenses for Operation of Central Station Monitoring Station for some states as required* Ensure effective, value added communications between all of Brink's Home Security's customer-focused teams* Utilize various software products to forecast, track, and manage the department staff in the most efficient means possible* Provide consistency with NSC by frequent interaction with NSC Monitoring management* Manage the completion of projects assigned by senior management* Perform special projects and other duties as assignedQualifications:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.SUPERVISORY RESPONSIBILITIES:To perform this job successfully, an individual must carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, and addressing complaints and resolving problems.EDUCATION AND EXPERIENCE:Bachelor's degree required, with business or related field emphasis preferred. A minimum of seven years progressive management experience. Customer Service experience a plus. LANGUAGE SKILLS:Ability to read, analyze, and interpret common business periodicals, professional journals, technical manuals and procedures, financial policies and reports, government regulations, and legal documents. Ability to write reports, business correspondence, and speeches. Ability to clearly and effectively present information and respond to questions from groups within and outside the Company.MATHEMATICAL SKILLS:Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.OTHER SKILLS AND ABILITIES:Ability to interact with all levels of the organization and build partnerships between departments. Must be flexible and possess excellent time management, project management, organizational, and strong leadership skills. Must be a self motivated individual with superior analytical and problem solving skills and a long-term, strategic mentality. Ability to develop new ways to improve existing department processes.PHYSICAL DEMANDS:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk and listen and is frequently required to sit and use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include close vision.WORK ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.Salary/Benefits: Salary commensurate with experienceJob Location: Irving, TXJob Number: 08-0315Company URL: http://www.brinkshomesecurity.com Visit our Career Center |Learn more about us