Site Manager

Becklar Onsite - Dartmouth, Nova Scotia

Job Summary

Under the direction of the Senior Operations Manager, the Site Manager is responsible for the overall delivery of quality, timely and professional services to our customers and dealers by the operations team. Accountable for the Central Station metrics and financials. The Site Manager is responsible for exemplifying and maintaining the company code of conduct and culture by ensuring team members adhere to all policies and procedures. Work in tandem with the Dealer Care, Human Resources and the Training department to foster exceptional customer service, quality, continual improvement, accountability and training into everyday activities. They mentor, motivate, and lead by example as servant leaders; helping their team leaders accomplish their respective tasks.

Essential Job Functions:

• Maintain professionalism, security, and integrity to ourselves, co-workers, and customers to ensure that our service meets and exceeds quality thresholds of acceptability in safety, security, timeliness and customer service for our customers and dealers
• Excellent communication and public relations skills and ability to work well under pressure for extended periods of time and or across multiple shifts
• Data driven to recognize trends, monitor current state, and proactively process improve
• Strong attention to detail, focus and follow through
• Maintain and hold operator accountability and professionalism through crucial conversations and timely documentation
• Strong ability to use and understand related software applications and telephonic systems to solve problems, maintain systems and lead industry standards
• Solve employee and technical problems proactively
• Build and maintain a strong partnership with HR Manager, raining department, Dealer Care, and other Operation/ Site Managers
• Support, mentor and hold accountabilities for Scheduler, Workforce Management (WFM) and Team Coaches to help manage staffing levels, professionalism, policies, procedure adherence, documentation and quality standards and to keep up with the changing demands of alarm traffic

Responsibilities / Duties / Tasks:

• Ensure 100% completion of transition checklist and submission by the following week of their a new operator’s transition week
• Maintain proper staffing through awareness of monthly attrition, growth, and promotional staffing requirements
• Prepare, document and communicate clear expectations regarding requirements, tasks, quality, policies and procedures to Coaches, WFM, and Scheduler
• Work closely with and support HR and the quality and training department initiatives. Meet daily with HR to discuss relevant matters and employee issues
• Support culture and team building activities (New hire lunches, Company parties, Wellness activities, etc.)
• Hold frequent Staffing Meetings to discuss team performance
• Hold and attend relevant and required meetings
• Use company provided resources/events to reward exemplary performance
• Frequently meet with team members individually to proactively identify & set goals on areas of concern and provide additional training and resources
• Share knowledge timely as received from other departments
• Correct and identify performance issues with disciplinary steps, work with HR to properly document and issue disciplinary steps to improve performance
• Maintain central stations monthly budget
• Learn and stay up to date with operating procedures (take signals as appropriate)
• Ensure all spreadsheets and metrics are up to date
• Ensure that all leaders respond promptly and urgently to alarms to keep the mission of Becklar the top priority
• Active in CS Leadership and Leadership chat[1]

Job Qualifications / Skill Requirements:

• Maintain and work 40+ hrs/week - working on Swing and Grave shifts as needed
• Be available 24/7
• Bachelor’s degree in Business or related field
• 2-4 years of professional hands-on management experience
• Strong proficiency with Microsoft Office/Google Products
• Must be able to read and speak clearly in English
• Ability to give and receive advice, criticism, course correction and counselling as needed
• Strong interpersonal skills with the ability to work cohesively within a team environment
• Self-manage with moderate supervision
• Solve problems effectively using available resources

Be a hero everyday - help protect people, property,and peace of mind. Join the Becklar team today!