Monitoring Team Manager (Job 3019411)

Summary:

Facilitate, coach, and provide leadership and resources for a team consisting of average of 20 – 30 team members. Provide guidance, support, advice, and experience and enable the team with regards to continuous development, call review, and techniques for assisting customers during a live alarm scenario. Responsible for the efficient handling of alarms and inbound customer call backs relating to their ADT alarm activities.

Duties and Responsibilities:

• Facilitate, coach, and provide leadership and framework for daily activities.
• Increase team’s process and business knowledge/understanding, enabling higher levels of performance productivity and efficiency.
• Ensure staff works within the guidelines established by the organization.
• Provide guidance, support, advice, and experience.
• Monitor and review team member performance and provide feedback.
• Provide individual performance trends and analysis to team members.
• Assist team members in developing and implementing team and individual measurements in support of process, procedures, and organizational goals.
• Responsible for managing conflict and diversity.
• Foster team building and group dynamics; provide career development planning and opportunities.
• Lead team by role modeling company values.
• Provide technical education on call center strategies, including all related policies and applicable laws governing alarm and call handling.
• Communicate business performance and direction.
• Other duties as assigned.

Education/Certifications:

• Two-year degree in Business, Liberal Arts, or related program required. Four-year degree preferred. Relevant experience can be substituted.

Experience:

• Two (2) years of experience in a customer service or call center-related position.
• Two (2) years of experience in a supervisory capacity, preferably in a service environment or call center managing non-exempt level employees.

Skills:

• Managerial, excellent communication and interpersonal skills required.
• Must be PC proficient.
• Must understand call center dynamics and key measurements.
• Working knowledge of Microsoft products (Excel, Word, PowerPoint, and Teams). Knowledge of MasterMind monitoring products is beneficial but not required.

  Location Requirement: Must reside near the Manasquan, NJ Monitoring Center.

Schedule Requirement: Shift flexibility is required. Training will be conducted on a rotating shift schedule; however, the assigned home shift will be 3rd shift (11:00 PM–7:00 AM).

Pay and Benefits Disclosure:
The pay range for this role is $60,000 – $86,100 annually. We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.

Anticipated close date: March 2, 2026.