Universal Atlantic Systems, Inc. is hiring: Call Center Shift Supervisor - 3rd S

RoleOverview

TheCentral Station Shift Supervisor is responsible for overseeing daily operationsduring their assigned shift, ensuring that alarm signals, video surveillance,and emergency calls are handled promptly, professionally, and according tocompany policies. This role acts as the first line of leadership, supportingthe Central Station Operators and ensuring compliance with all qualitystandards, SLAs, and regulatory requirements.

KeyResponsibilities

• Supervise and direct Central StationDispatchers during assigned shifts.
• Monitor real-time alarm traffic, videomonitoring, and operator activity to ensure efficient, timely responses.
• Act as the escalation point forincidents, alarms, and customer issues during the shift.
• Ensure adherence to Standard OperatingProcedures (SOPs) and customer service guidelines.
• Provide coaching, feedback, andcorrective action to operators as needed.
• Conduct shift briefings to communicateupdates, priorities, or operational changes.
• Oversee incident reports, ensuringaccuracy, thoroughness, and proper documentation.
• Coordinate shift scheduling, ensuringadequate coverage and managing call-outs or absences.
• Support training of new Central StationDispatchers and continuous skill development of the team.
• Review system and incident logs toidentify and escalate potential problems or operational gaps.
• Maintain excellent communication withCentral Station Management, clients, and other departments.
• Perform administrative tasks such asshift handover reports, KPI tracking, and minor system troubleshooting.
• Respond to emergency situationsaccording to crisis management protocols.

Qualifications

• High School Diploma or equivalentrequired; Associate’s or Bachelor's degree preferred.
• 2+ years experience in a centralmonitoring station, dispatch, or emergency services environment.
• 1+ years of supervisory or team leadexperience preferred.
• Familiarity with alarm monitoringsoftware (e.g., MAS, Bold, Stages) and video monitoring platforms a plus.
• Knowledge of UL 827 standards and alarmresponse protocols.
• Strong leadership, decision-making, andconflict-resolution skills.
• Excellent communication skills, bothwritten and verbal.
• Ability to multi-task effectively in afast-paced, high-pressure environment.
• Must pass background check and drugscreening.
• Flexible availability including nights,weekends, and holidays as required.

EEOCStatement

UASprovides equal employment opportunities to all employees and applicants foremployment and prohibits discrimination and harassment of any type withoutregard to race, color, religion, age, sex, national origin, disability status,genetics, protected veteran status, sexual orientation, gender identity orexpression, or any other characteristic protected by federal, state, or locallaws.