Unit Manager, Monitoring - 3rd Shift

Company: ADT
Location: Rochester
Posted on: January 12, 2021

Job Description:

Company Overview:At ADT, we've been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.Position Summary: To manage special projects and manage the daily operations of the CMC including management of all aspects of incoming/outgoing calls, alarm signal processing, customer transactions, escalations, and alarm handling, employee relations or other situations.* Effectively lead multiple teams focused on providing exemplary service by monitoring customer accounts, expediting appropriate notifications to dispatch emergency services (e.g. fire, police, etc.), and ensuring clear ongoing communication about the state of the business, mission, and day-to-day direction.* Successful execution measured by: Engagement survey results at 80% or better (both company [every two years] and department sponsored surveys [typically every six months])* Regular completion of skip level meetings (minimally 4 times per year) and focus groups with front line employees resulting in specific action plans that improve engagement, retention rates, and/or overall productivity.* Employee retention rate maintained or improved based on agreed upon targets set for fiscal year.* Assist team members with self-development.* Maintain high visibility and accessibility within the contact center.* Drive Operational effectiveness and efficiency by consistently meeting or exceeding the: Established quality targets; Service levels; Call answer rate; Alarm signal response time; Reliability target(s); Targeted customer satisfaction levels in post alarm and post in-bound customer surveys; Compliance requirements for licensing;Establish and maintain relationship with key business partners with telephonic and face to face communications.* Delivering financial returns through effective management and execution of the budget as demonstrated by: Headcount management to plan; Overtime management; Usage of goodwill credit dollars; Effective reduction of overall disconnect rate (target communicated annually); Maintaining or reducing cost per subscriber as targeted for fiscal year.* Projects and adhoc assignments as assigned based on business need.

Keywords: ADT, Rochester , Unit Manager, Monitoring - 3rd Shift, Executive , Rochester, New York