Monitoring Operations Manager

The Monitoring Operations Manager will oversee the day-to-day control of personnel within our Underwriters Laboratories of Canada (ULC) Alarm Monitoring Centers across Canada. Leading & developing a seasoned team to ensure successful performance of the day-to-day operation.

This position is offered in Ottawa, ON and is responsible for managing & maintaining the physical location & ULC listings for this Signal Receiving Center. This position directly reports to the Director of Monitoring Operations.

Responsibilities:

• Interview, hire and oversee the recruitment of staff
• Implement and monitor operational plans to meet quality standards & contracted KPI values
• Control costs and maximize productivity through the implementation of best practices and standardized processes
• Coordinate with the technical team to address operational priorities during maintenance & project work
• Conduct effective and timely performance reviews that comply with company goals and objectives
• Ensure that all members of your team have their responsibilities and authorities clearly established & measured
• Foster a corporate culture that promotes safe practices and encourages individual integrity and accountability
• Build a team to provide 24-hour support for the Alarm Monitoring Operations
• Facilitate the Leadership Development & Coaching Program for direct reports
• Coordinate with the Human Resources team; scheduling, onboarding, time keeping, payroll, promotions, resignations & terminations
• Coordinate & schedule vendors to maintain the operational standard of the ULC Signal Receiving Center in Victoria
• Collaborate and provide backup for alternate location manager responsibilities
• Complete annual ULC audits and coordinate emergency planning & disaster recovery drills

Supervisor Duties: In accordance with applicable Company policies/procedures and Federal/State laws, will perform the following supervisory responsibilities: planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Required Qualifications:

• 5 years’ experience as a manager overseeing personnel development & growth
• Ability to lead and supervise a team effectively
• Strong computer and technical call center aptitude
• Able to work independently, manage time effectively, and work with multiple deadlines
• Excellent written and verbal communication, as well as interpersonal skills
• Flexibility to work within a 24-hour workplace

Preferred Qualifications:

• Alarm Monitoring or other security related industry experience
• Post-secondary education
• Bi-lingual (French & English) written & verbal

PHYSICAL DEMANDS; In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job:

• Must be able to effectively communicate, (i.e., see, hear, speak, and write clearly), in English, in order to communicate with colleagues and/or customers;
• Manual dexterity required for all day computer work, occasional reaching, lifting of light office objects, and operating office equipment
• Ability to focus, at a computer, for extended periods of time.

WORKING CONDITIONS; In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job:

• The office is clean, orderly, properly lighted, and ventilated. Noise levels are considered low to moderate

Pay: $65,000 - $75,000 (DOE)