Alarm Monitoring Supervisor

The Monitoring Supervisor is responsible supervising and coordinating activities of monitoring agents providing telephone customer support services. This role will be responsible to oversee the monitoring agent operators working their shift. The ideal candidate will successfully provide leadership with the following skills: problem-solving, communication proficiency, and time management.

The Monitoring Station Supervisor will work closely with leaders from Management, Trainers and provide a great experience for our customers/clients.

• Bachelor’s degree in management, or related field, (security studies preferred)

• Minimum of two years of experience in a supervisory role. (Security industry preferred)

• Strong leadership, organizational, time and people management skills. (Must provide evidence)

• Excellent communication skills, both verbal and written.

• Ability to analyze and interpret security data.

• Effective decision-making skills especially under pressure.

•  Effective pragmatic problem-solving skills.

• Security Clearance - Guyana Police Force

• Oversee daily monitoring operations and ensure compliance with all procedures.

• Serve as the primary contact for clients, affiliates, and monitoring agents for escalated issues.

• Maintain records, analyze incidents, and improve security measures.

• Address and resolve escalated issues from fellow agents, clients or affiliates concerning security alerts and system performance.

• Develop training programs and enhance team skills and knowledge.

• Answers questions about policies & procedures and recommends corrective services to address customer complaints.

• Evaluate agent performance, provide feedback, and enhance operational effectiveness.

• Analyze incident reports to identify trends and areas for improvement in security measures.

• Maintains harmony among workers and resolves grievances.

• Provide feedback and coaching to improve efficiency and effectiveness.