Position Purpose/Summary

The Operations Team Lead is responsible for assisting Operations Management in supporting the team, including working alongside and being a leader amongst our Operations Supervisors and Control Center Specialists while they are focused on saving lives and protecting homes. The Operations Team Lead will help serve as a point person in the absence of the Operations Manager. They will be prepared to take lead in emergency dispatches and circumstances that require an escalated response. The Operations Team Lead will be involved with real-time data metrics to help ensure the department is properly aligned and meeting customer service and service level expectations. The Operations Team Lead sets the example and is consistently dedicated to the company mission of protecting life and property.

Location

In-office: Corona, CA

Potential Start dates

• January 30, 2023
• February 27, 2023

COVID-19 Requirements

• Must be fully vaccinated: 2 doses of Pfizer/Moderna or 1 dose of Johnson & Johnson, 2 weeks prior or more

Essential Duties and Responsibilities

• Oversee Operations team members in the absence of the Operations Manager and when directed.
• Be an example and provide direction on how to properly lead, motivate, and condition Specialists in the absence of the Operations Manager.
• In the absence of the Operations Manager and when directed, support the team by providing appropriate resolution techniques in real-time emergencies and potentially sensitive situations.
• Directly supervises, supports, and guides the day-to-day activities of the Control Center Specialists (Specialists) that are handling emergency alarms and calls.
• Identify deficiencies or areas of opportunity and coordinate appropriate training needs for and Specialists.
• Develop detailed tracking mechanisms and routines to properly map the progress and development of the staff.
• Monitor and evaluate inbound and outbound alarm and call traffic through multiple automation platforms.
• Responsible for tracking staffing levels, attendance, and queue assignment to ensure service levels and goals are properly met.
• Engage with customer and service providers to serve as a point person for escalated situations that may require the assistance of other departments or on-call personnel.
• Prepared to handle in-bound and out-bound call traffic as needed.
• Promote a positive and supportive working environment that motivates high performance and recognizes staff performance and contributions.

Qualification Standards & Requirements

• Required: 2-year college degree or equivalent Military experience or a combination with previous call center experience.
• Preferred: 4-year college degree
• Preferred: some leadership experience.
• Ability to handle multiple tasks simultaneously; advanced interpersonal skills; general technical knowledge.
• Ability to manage sensitive situations with extreme professionalism and confidentiality.
• Excellent adherence to schedule and communication skills required.

Working Conditions

• Work is performed in an office environment. Employee may be subject to some lifting to 10lbs.

Equipment Used

• Ability to use general office equipment.

About Us

Founded in Syracuse, NY in 1992, we are a critical response center focused on saving lives and protecting residences and businesses. Whether it’s a fire, an armed intruder at a business, a missing vehicle, an evening jogger, or a lone family member having a medical emergency, our “heroes” are there to help every day. Supported by teams of experts in their respective fields, our highly trained specialists are the 24/7 backbone for thousands of alarm companies across the country.

Additional Information

Rapid Response offers a competitive compensation and benefits package and dynamic and professional work environments. We also offer continued growth through our internal advancement opportunities. For more information, view our website at https://www.rrms.com/careers/. EOE, including disability/veterans.