Monitoring Centre Manager Opportunity
TASK Community Care is a leading provider of emergency alarms, telehealthcare and location tracking devices. The company operates Ireland’s longest established 27/7 Monitoring Centre, providing monitoring solutions to customers in many industries. Tens of thousands of individuals and commercial clients use TASK’s systems to stay safe, protect property and also to enable people with high support needs to live independently.
TASK Community Care has an immediate requirement for a Monitoring Centre Manager to join their 24hr Emergency Monitoring Centre in County Meath.
The Monitoring Centre Manager will report to the Managing Director and/or Head of Operations.
The role of the Monitoring Centre Manager is to deliver a first class customer experience from our 24hr Emergency Monitoring Centre.
The successful candidate will play a crucial role in managing and overseeing the day-to-day operations of our busy, fast-paced and high volume 24hr Emergency Monitoring Centre.
We require a Manager with excellent people skills, ability to make sound decisions under pressure while ensuring the operational excellence of our Monitoring Centre.
The candidate will be customer focused, provide the highest levels of customer care at all times to the broad demographic of our clients. As the successful candidate will lead a team of Call Responders; they must have previous experience in managing others. He/she will ensure high performance of the team, quality of service and ensure a consistently excellent customer experience to all clients.
Responsibilities and Duties:
Ensure efficient and effective day-to-day running of the Monitoring Centre, ensuring all service levels and KPI’s are met.
Manage the recruitment process to ensure adequate resourcing is met.
Prepare and manage rosters, facilitating annual/sick leave.
Train & support Call Responders, ensuring they have the necessary skills (including soft skills) to deal with a variety of emergency situations.
Review and update employee training and ongoing development.
Ongoing performance management of the team, including planning and organizing monthly reviews with individual call responders, identifying strengths or weaknesses and setting goals for improvement.
Assist Management with ad hoc projects as required.
Regular reporting on call statistics, metrics and customer satisfaction.
Authorizing replacement equipment or refunds and liaising with the accounts department regarding same.
Ensuring stock levels of outgoing equipment are prepared and ready for dispatch for TASK’s installation teams.
Ensure client’s personal data is treated in line with data protection principles & requirements
Qualifications & Experience:
The ideal candidate will have exceptional interpersonal skills (both verbal and written) to support our clients during stressful times as well as a strong customer service ethic.
Third level degree or equivalent in the area of Management/Business is desired.
Minimum 5 years people management experience.
Ability to multitask and remain calm under pressure.
IT literate and proficient in Office Suite, in particular MS Excel
Knowledge of data protection and GDPR compliance
Please forward your CV and cover letter, outlining salary expectations and availability to the email provided.
Job Types: Full-time, Permanent
Management: 5 years (Required)