Data Entry Supervisor I at Securitas Electronic Security in Plymouth, Minnesota

Job Description:

Sonitrol Data Services Supervisor Job Description General Summary:



The purpose of this position is to supervise the daily activities of Sonitrol Data Services for Securitas Technology. You will manage the incoming workload, support the team, and assist the MOC and the field with escalated customer or Data Services related issues. This position is a working supervisor that will assist with the daily workload including incoming calls and all backlog work. The supervisor will perform quality checks and have monthly 1:1 meeting with assigned team members.


Additional responsibilities will include training and process documentation.



Essential Job Functions:



1. Working supervisor - 60% of time dedicated to production tasks.


2. Hour by hour performance and productivity (managing employee break times, OT, queue staffing, phone performance, etc.)


3. Monitoring staffing levels (allocating employee assignments / queues depending on staffing levels for the day using WFM tool)


4. Escalated level of customer quality/complaint escalations


5. Assist with training of new hires


6. Creation and updates of process IWIs (Internal Work Instructions)


7. Collaboration with all other Data Services Supervisors/Leaders


8. 1:1 meeting with team members


9. Attend & participate in all Data Services Leadership activities.


Scope of Position Requires a self-motivated and well-organized individual with initiative and demonstrated leadership skills, that can work effectively both independently and in a team environment to achieve set goals and manage daily work. Communication Must have the ability to communicate clearly, effectively, and professionally in all forms of written and verbal correspondence. Knowledge, skills, and abilities:


1. Ability to work with confidential information in a professional manner.


2. Knowledge of and the ability to use personal computers and related software for work processing (such as Microsoft Word, Outlook, Excel, MAS, Astea, etc.)


3. Knowledge of the security industry and central station procedures.


4. Solid working knowledge of SonIP and Sonitrol product line.


5. Skills in interpersonal communication such as the ability to respond with sensitivity and a sense of urgency to customer requests and issues.


6. Ability to be flexible in a stress-filled environment, ability to positively influence the team.


7. Proven problem-solving skills; think outside the box when necessary.


8. Ability to work cooperatively within a group to make the work of the group successful and effective.


Education and Experience: High School diploma required. 2+ years of experience in the security monitoring industry, with 1+ years' experience within a Securitas MOC (RAM, Data Services, Monitoring, TAC, and Service Dispatch) required. 4+ years of general customer service / data entry experience preferred.


The above statements reflect the general qualifications, duties and/or responsibilities necessary to identify the job and are not necessarily intended to set forth all the specific requirements of the job or position.



Securitas Technology Corporation 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.