On site in Syracuse, NY.

Shift Differentials

Rapid Response offers shift differentials for hours worked outside standard business hours. The hours and pay schedule eligible for a shift differential are outlined below.

• For hours worked between Monday – Friday 6:01am 4:59pm, $20/hr (standard pay rate)
• For hours worked between 5:00pm and 9:00pm, +$0.50/hr.
• For hours worked between 9:01pm and 6:00am, +$1.00/hr
• For hours worked Saturday & Sunday between midnight and 11:59pm, +$1.00/hr

About the Role

The Alarm Operations Supervisor is responsible for supporting and leading our Control Center Specialists while they are focused on saving lives and protecting residential and commercial properties. The Operations Supervisor will be prepared to aid in all emergency dispatches and circumstances that require an escalated response. The Supervisors will focus on real-time data metrics to ensure the department is properly aligned and meeting customer service and service level expectations. Our Supervisors lead by example and are consistently dedicated to the company mission, of protecting life and property.

What to Expect

• Directly supervise, support, and guide the day-to-day activities of the Control Center Specialists (Specialists) that are handling emergency alarms and calls.
• Responsible for supporting the Specialists by providing appropriate resolution technique in real-time emergencies and potentially sensitive situations.
• Identify deficiencies or areas of opportunity and coordinate appropriate training needs for the Specialists.
• Develop detailed tracking mechanisms and routines to properly map the progress and development of the staff.
• Monitor and evaluate inbound and outbound alarm and call traffic through multiple automation platforms.
• Responsible for tracking staffing levels, attendance, and queue assignment to ensure service levels and goals are properly met.
• Engage with customer and service providers to serve as point person for escalated situations that may require the assistance of other departments or on-call personnel.
• Prepared to handle in-bound and out-bound call traffic as needed.
• Promote a positive and supportive working environment that motivates high performance and recognizes staff performance and contributions.

Basic Qualifications

• 2-year college degree or equivalent Military experience
• Once hired, successful completion of 12 month Rapid Response Monitoring Specialist skillset training.
• 1+ years of previous management, supervisory, or leadership experience.
• Ability to obtain security licenses in all required states (we apply for these for you once employed)

Preferred Qualifications

• Preferred 4-year college degree or equivalent Military experience.

What awaits you at Rapid Response

• Annual salary increases and performance bonuses
• Medical, Dental, Vision, and 401k
• Additional compensation for special skills, particularly: bilingual in Spanish, and completed EMD or EMT certification
• Paid Sick Time
• Paid Vacation Time
• The opportunity to make an impact on communities across the country every day

COVID-19 Requirements

• Must be vaccinated: 2 doses of Pfizer/Moderna or 1 dose of Johnson & Johnson, 2 weeks prior or more

About Us

Founded in Syracuse, NY in 1992, we are a critical response center focused on saving lives and protecting residential and commercial properties. Whether it’s a fire at a family house, an armed intruder at a business, a missing vehicle, an evening jogger, or a lone family member having a medical emergency, our “heroes” are there to help every day. Supported by teams of experts in their respective fields, our highly trained specialists are the 24/7 backbone for thousands of alarm companies across the country.

Additional Information

Rapid Response offers a competitive compensation and benefits package and dynamic and professional work environments. We also offer continued growth through our internal advancement opportunities. For more information, view our website at https://www.rrms.com/careers/. EOE, including disability/veterans.

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