About the role
The Monitoring Operations Manager will oversee the day-to-day control of personnel within our Underwriters Laboratories of Canada (ULC) Alarm Monitoring Centers across Canada. Leading & developing a seasoned team to ensure successful performance of the day-to-day operation.
This position is offered in Ottawa, ON and is responsible for managing & maintaining the physical location & ULC listings for this Signal Receiving Center. This position directly reports to the Director of Monitoring Operations.
Responsibilities: * Interview, hire and oversee the recruitment of staff * Implement and monitor operational plans to meet quality standards & contracted KPI values * Control costs and maximize productivity through the implementation of best practices and standardized processes * Coordinate with the technical team to address operational priorities during maintenance & project work * Conduct effective and timely performance reviews that comply with company goals and objectives * Ensure that all members of your team have their responsibilities and authorities clearly established & measured * Foster a corporate culture that promotes safe practices and encourages individual integrity and accountability * Build a team to provide 24-hour support for the Alarm Monitoring Operations * Facilitate the Leadership Development & Coaching Program for direct reports * Coordinate with the Human Resources team; scheduling, onboarding, time keeping, payroll, promotions, resignations & terminations * Coordinate & schedule vendors to maintain the operational standard of the ULC Signal Receiving Center in Victoria * Collaborate and provide backup for alternate location manager responsibilities * Complete annual ULC audits and coordinate emergency planning & disaster recovery drills
Supervisor Duties: In accordance with applicable Company policies/procedures and Federal/State laws, will perform the following supervisory responsibilities: planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Required Qualifications: * 5 years’ experience as a manager overseeing personnel development & growth * Ability to lead and supervise a team effectively. * Strong computer and technical call center aptitude * Able to work independently, manage time effectively, and work with multiple deadlines * Excellent written and verbal communication, as well as interpersonal skills * Flexibility to work within a 24-hour workplace
Preferred Qualifications: * Alarm Monitoring or other security related industry experience * Post-secondary education * Bi-lingual (French & English) written & verbal
PHYSICAL DEMANDS; In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job: * Must be able to effectively communicate, (i.e., see, hear, speak, and write clearly), in English, in order to communicate with colleagues and/or customers; * Manual dexterity required for all day computer work, occasional reaching, lifting of light office objects, and operating office equipment. * Ability to focus, at a computer, for extended periods of time.
WORKING CONDITIONS; In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job: * The office is clean, orderly, properly lighted, and ventilated. Noise levels are considered low to moderate.
Pay: $65,000 - $75,000 (DOE)