The Central Station Shift Supervisor oversees daily operations of the central station to ensure customer satisfaction and meet objectives. Key responsibilities include coaching operators, reviewing reports, resolving complaints, escalating issues, and filling in when needed. The supervisor directly manages central station employees and is responsible for adequately staffing shifts. Qualifications include experience in customer service, leadership skills, problem solving, communication skills, and the ability to work flexible hours including weekends and overtime.

1. Job Description
Job Title: Central Station Shift Supervisor
Reports to: Vice President of Operations
Summary
Under the direction of the Vice President of Operations the general function of the
Central Station Shift Supervisor is to provide leadership and oversee daily Central
Station operations in order to minimize customer complaints, provide superior
customer service, and ensure Central Station objectives are met or exceeded.
Essential Duties and Responsibilities
• Provides coaching and feedback; identifies areas for training to ensure timely,
accurate, courteous customer service is being extended to customers and
dealers.
• Assures Operator performance is in accordance with established procedures,
scripts, and guidelines.
• Compiles and reviews daily/weekly reports to guarantee standards for quality
and productivity are maintained.
• Analyzes, investigates, and professionally resolves customer inquiries and
complaints that require Supervisory level intervention.
• Utilizes conflict resolution skills to deescalate problem situations.
• Maintains knowledge of Disaster Recovery procedure.
• Develops and maintains positive service-oriented relationships with other
departments.
• Must attend scheduled Supervisor meetings and company training meetings
and seminars.
• Checks monitoring equipment and receivers, reporting any problems to
appropriate department.
• Performs the work of the Operator in order to meet high volume demands
when necessary.
• Must be available for rotating on call responsibility.
• Performs other duties as assigned by Supervisor.
Supervisory Responsibilities
Directly supervises Central Station employees. Carries out supervisory
responsibilities in accordance with company policies and procedures. Responsibilities
include planning and directing work, performance appraisals, addressing complaints
and employing disciplinary measures. Central Station Shift Supervisor is ultimately
responsible for adequately staffing their assigned shift and covering any call in by
employees. This measure applies to days the Supervisor is scheduled to work, as
well as, on their days off.

2. Qualifications
• Two or more years of progressive work experience within a Central Station or
a high volume, customer-contact environment. Previous Supervisory
experience preferred.
• Demonstrate exceptional leadership skills by influencing others through
example.
• Ability to define problems, collect data, establish facts, and draw valid
conclusions.
• Strong time management and organizational skills.
• Proficient with Microsoft Word, Excel, and Outlook.
• Ability to effectively present information and respond to questions from
individuals and groups.
• Good verbal and written communication skills.
• Excellent interpersonal skills and the ability to communicate in situations
requiring sensitivity and tact.
Comments
Position requires the ability to work weekends, over-time, and if necessary fill in on
other than assigned shifts. Position may require overnight travel.