Sr. Manager Service Dispatch
SES

Description

Securitas Electronic Security, Inc. (SES) is a division of Securitas AB, the largest protective services provider in the world. SES offers a full portfolio of video, access, intrusion, fire and integrated systems and services. As a leading systems integrator and alarm monitoring company, we deliver the SES Difference, serving countless long-term clients with solutions and services that protect their people, customers, and assets.

The Sr. Manager Service Dispatch is responsible for all activities leading to the operational excellence of the national SES Service Dispatch organization, which serve as the main point of contact for customers and field based SES technicians. Service Dispatch Schedulers are responsible for the creation and scheduling of service tickets, managing technician schedules, providing technician assignments throughout the day, working with technicians to assess urgent tickets that come in, and making adjustments to ETA's as necessary.

Key areas of focus are implementing best practices, monitoring for consistency, and identify areas for improvement of call management efficiency. In addition, you will be responsible for providing direction, leadership, development and support to your assigned employees. This role will have responsibility to monitor on-going workflow trends and adjust workload and/or staffing in order to meet/exceed specific service objectives and Service Level Agreements (SLAs). A proven ability to manage and lead people is essential to this role including excellent customer service skills.

Additional Responsibilities:

• Manage hiring, training, retention, and performance of the Service Dispatch Scheduler team
• Ensure all customer inquiries are handled in accurate and timely fashion
• Schedule meetings with internal teams to discuss and resolve customer service failures/customer concerns on time
• Work with team members to ensure consistency in process, policy and procedure throughout SES.
• Manage real-time operation statistics and various files and reports
• Participate in conference calls with Business Teams, Account Teams and other management as necessary
• Maintain schedules and monitor vacations, sick time and other absences.
• Escalate urgent service needs to appropriate field management team when necessary
• Assist with on-the-job training and administrative support
• Responsible for the development of associates to maintain and improve overall quality in the efficient and professional handling of service calls and task-related workflow
• Monitor call volumes and service levels, making staffing or workload adjustments as necessary
• Participate in organization meetings, special projects, quality initiatives, etc.
• Sets performance standards to meet goals of the company
• Structures the training agenda for department members
• Effectively delegates tasks to employees as appropriate
• Performs other related duties as assigned

Minimum Requirements

• High school diploma required
• Bachelor's degree preferred (or equivalent experience) with 3+ years call center or customer service related experience
• 3 or more years of alarm monitoring, call center or customer service management experience
• Proficient computer hardware, software and internet/web based application knowledge
• Demonstrated knowledge of call center dispatch software application a plus.
• Ability to perform duties with a high degree of urgency and accuracy
• Strong leadership and customer service skills are required
• Strong organizational, interpersonal, team building and communication skills
• Strong negotiation, conflict resolution and motivation skills
• Ability to handle multiple tasks with attention to detail
• Ability to present material to management/customers and answer questions
• Problem-solving/analysis

Securitas Electronic Security is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability or protected veteran status.

We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.

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