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 staffImplement and monitor operational plans to meet quality standards & contracted KPI valuesControl costs and maximize productivity through the implementation of best practices and standardized processesCoordinate with the technical team to address operational priorities during maintenance & project workConduct effective and timely performance reviews that comply with company goals and objectivesEnsure that all members of your team have their responsibilities and authorities clearly established & measuredFoster a corporate culture that promotes safe practices and encourages individual integrity and accountabilityBuild a team to provide 24-hour support for the Alarm Monitoring OperationsFacilitate the Leadership Development & Coaching Program for direct reportsCoordinate with the Human Resources team; scheduling, onboarding, time keeping, payroll, promotions, resignations & terminationsCoordinate & schedule vendors to maintain the operational standard of the ULC Signal Receiving Center in VictoriaCollaborate and provide backup for alternate location manager responsibilitiesComplete annual ULC audits and coordinate emergency planning & disaster recovery drillsSupervisor 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 & growthAbility to lead and supervise a team effectivelyStrong computer and technical call center aptitudeAble to work independently, manage time effectively, and work with multiple deadlinesExcellent written and verbal communication, as well as interpersonal skillsFlexibility to work within a 24-hour workplace

Preferred Qualifications

Alarm Monitoring or other security related industry experiencePost-secondary educationBi-lingual (French & English) written & verbalPHYSICAL 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 equipmentAbility 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 moderatePay: $65,000 - $75,000 (DOE)