Supervisor, Home Automation & Security

AT&T - Farmers Branch, Texas

AT&T Digital Life is a service leader in the home management and security industry.  As an all- digital, fully integrated, wireless home management system, Digital Life gives customers the flexibility to manage their home from anywhere in the world.  As a Supervisor, Home Automation & Security, you will direct and manage a team of Monitoring Specialists or Senior Monitoring Specialists who are responsible for the day to day operations of work associated with home automation and security.

 

The Supervisor will monitor performance of staff members according to established home automation and security standards and provide basic lifesaving direction via the phone with customers until emergency responders arrive on the scene and take action.

Responsibilities will include:

• Supervision of team who manage offline reporting and analysis, executive installs, order readiness, and customer escalations
• Supervision of Monitoring Specialists who manage incoming alarm signal activities notifying emergency responders or customers of abnormal conditions such as Fire, Burglary, or Hold up
• Ensure Specialists provide courteous basic customer service while verifying and dispatching life and Property alarm signals
• Ensure Specialists meet security standards providing basic lifesaving direction with customers until emergency responders arrive
• Plan, direct, evaluate work flow and determine how to fix problems as they arise
• Train, evaluate, and manage performance evaluations of direct reports
• Participate in decisions regarding hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates

• 2 to 5 years’ customer experience in Home Automation & Security Monitoring
• 2 years’ customer care experience in call center environment
• Must be able to work flexible schedule which includes 24/7 call center operation
• 2 years’ direct supervisory experience
• Submit to and maintain all required Federal, State, and Local jurisdictional licensing requirements
• Alarm industry call center experience strongly preferred
• Bachelor’s Degree strongly preferred

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Posted: 30+ days ago

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