We are seeking an Alarm Monitoring Center Supervisor to join our federal team supporting our Aurora, CO location. This role is responsible for managing a team of on-site professionals supporting the monitoring and response to critical alarms for federal government facilities on a 24/7/365 basis. This individual ensures that all security systems, alarms and processes are functioning optimally while leading a team of operators and technicians to provide exceptional service. The supervisor will also work closely with clients to maintain a high level of trust and satisfaction.
At Johnson Controls, we support our nation’s most critical facilities, the people who occupy them, and the missions they enable. Johnson Controls Federal Systems (JCFS) is a specialized team serving as a trusted partner to the federal government. We help modernize U.S. military installations, Department of Defense and other federal agency facilities to be smarter, more resilient, efficient, sustainable, and secure.
Salary Range: $72,000 - $80,000 per year. Negotiable based on experience.
Benefits: Eligible for benefits on first day of employment
Vacation: 3 weeks of paid vacation, 5 sick days, 3 floating holidays, and 10 standard holidays per calendar year (6.5 weeks in total)
As a Monitoring Center Supervisor, you will:
- Be responsible for the daily operation of the business to ensure organizational metrics and goals are achieved
- Supervise, mentor, and provide guidance to alarm monitoring staff.
- Schedule and assign duties to ensure adequate coverage and efficient operation
- Meet monthly key contact center performance goals for customer satisfaction, quality and productivity
- Monitor and evaluate team members monthly performance utilizing tools, resources and reporting applications
- Review productivity reports and attendance reports to provide coaching to team members regarding performance. Monitor and evaluate alarm signals and ensure timely response to incidents
- Ensure all equipment and systems are functioning correctly and coordinate maintenance as necessary
- Initiate, contribute and lead projects
- Build and direct an effective team by coaching, development and mentorship
- Responsible to train, prepare and motivate their staff members to provide excellent service to our customers
- Develop and maintain strong relationships with clients to ensure their needs are met. Address and resolve escalated client complaints
- Ensure compliance with all relevant regulations and industry standards
- Maintain confidentiality and security of all customer data and sensitive information
- Conduct regular audits and inspections to ensure adherence to safety and security protocols.
- Other duties as assigned
Required Qualifications:
- Management or supervisory experience in an inbound/outbound call center environment
- 3+ years of experience in alarm monitoring or a related security field
- Strong leadership and team management skills
- Effective communication skills, both written and verbal
- Proficient in using alarm monitoring software and systems
- Strong working knowledge of Microsoft Office products (Word, Excel, Powerpoint, etc)
- Ability to work in a fast-paced, high-pressure environment
- Ability to work on-call on a rotational basis with the Unit Manager to support team members on multiple shifts, including nights, weekends, and holidays as needed
- The ability to obtain and maintain a DoD Secret security clearance required. (This involves a background/character, criminal history, employment, and credit check.) Active clearance preferred.
Preferred Qualifications:
- Supervisory experience leading multiple teams, groups and/or departments
- Working knowledge of telecommunications, receivers, signaling equipment, service level delivery networks, LAN, and/or WAN networks
- Mastermind experience
Preferred Education:
- High School diploma or equivalent required. Bachelor’s Degree in Business, Liberal Arts, Emergency Management, or other related program preferred.
Who We Are
At Johnson Controls (NYSE:JCI), we are One Team working collaboratively to create purposeful solutions that make a difference in the world. We are a Fortune 500 company with more than 100,000 employees worldwide offering the world`s largest portfolio of building technology products, solutions and services. As a member of our Federal Systems team, your work matters. We value and recognize your contributions and want to help you succeed. We invest in our employees, provide opportunities for growth and advancement, and foster a culture of inclusion and respect.
To learn more about who we are and what we do, please check out our Take a Journey video.
Recently, Johnson Controls has been recognized by several organizations for leadership in Environment, Sustainability and Governance, as well as innovations in smart building platforms:
- Named to FORTUNE’s “Most Admired Companies” List
- Corporate Knights Global 100 Most Sustainable Corporations in the World
- Ranked 67 on the Drucker Institute’s list of best-managed companies in America
- Forbes’ 2024 List of America’s Best Employers for Diversity
- Named one of the world’s most ethical companies by Ethisphere
- Named one of America’s Greatest Workplaces for Women in 2024 by Newsweek
- Named one of the top military friendly employers by military.com
Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/careers
Division: JCFS (Johnson Controls Federal Systems)
