Service Operations Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise the Operations Coordinators to ensure operational excellence through effective service and repair processes.

• Oversee the daily workflow of the operations team and assess team performance using report card metrics.

• Ensure the timely completion of tasks, proper processing of incoming work, and management of existing work orders.

• Enhance service efficiencies and identify service opportunities for improvement.

• Review team timesheets and performance, initiating biweekly evaluations.

• Monitor open work orders, service opportunities, progress on the scheduling dashboard, and closure of tickets.

• Search for, evaluate, and assign emergency service requests.

• Handle escalated and specialized requests received through the ROCS team and assign them for processing.

• Communicate with clients about escalations, large-scale service work, and overall service performance.

• Assist in resolving customer complaints related to service dispatching.

• Provide coaching to team members on performance and areas of responsibility.

• Collaborate with departmental and divisional leadership on service work that requires additional expertise.

• Conduct team and individual meetings to offer feedback and identify training opportunities.

• Partner with leadership and training staff to develop team growth programs.

• Coordinate with the Service Billing team regarding TSP billing issues and work order concerns.

• Distribute and reinforce organizational policies and procedures.

• Monitor coordinator dashboards and workflows to meet timeliness and volume metrics.

• Participate in the development of performance reviews for team members.

• Manage travel expenses through TSP selection, job bundling, and resolving issues in as few trips as possible.

⛳️ Requirements

• High School Diploma or GED equivalent is required.

• Preferred: 1-2 years of supervisory experience.

• Preferred: Experience in the Electronic Security Industry or Call Center as a Lead or Supervisor.

• Ability to coach and provide constructive feedback on improvement areas, process alignment, and workflow.

• Must possess the ability to motivate peers and/or direct reports and foster teamwork through collaboration while sharing best practices.

• Proficient in Microsoft Office products (Excel, Word, PowerPoint) is required.

• Experience with MS D365 is advantageous.

• Must be capable of managing expectations based on established key performance indicators, including response and repair times, return trips, and partner compliance with portal utilization.

🏝️ Benefits

• Competitive compensation with potential for incentives.

• Medical, dental, and vision insurance coverage.

• Company-paid life and AD&D insurance.

• Company-paid short- and long-term disability coverage.

• Access to voluntary benefit products.

• 401k retirement savings plan.

• Flexible Spending Account.

• Paid time off.

• Tuition reimbursement program.

• Employee Assistance Program (EAP).

• Opportunities for professional growth.