Director, Central Station Services

Location: Warrendale, PA (Pittsburgh, PA) - HYBRID (Relocation eligible)

Summary:

The Director of Central Station Services is a key strategic and operational leader responsible for the development, continuous improvement and delivery of central station services and the strategic development of operational requirements and processes. Responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team who deliver customer interactions across multiple channels. The Director of Central Station Services will recommend, select, and implement technology solutions. Ensure compliance with approved budget.

What You'll Do:

• Strategically lead and develop a central station management team to enhance performance by setting clear accountable performance metrics that result in a consistent service delivery.

• Utilize customer feedback and trends in product or service issues.

• Strategically lead and develop a central station management team to enhance performance by setting clear accountable performance metrics that result in a consistent service delivery.

• Responsible for Budgeting and P & L.

• Together with VP of IT and Vector's New Product committee (NPC), determines, recommends, selects and implements the information technology solutions needed to support Vector in its daily operation and future growth.

• This includes software, hardware, telephone switches, telephone lines, VoIP integration, and data circuits.

• Develop and deliver outstanding customer care within the Central Stations to improve customer satisfaction, longevity and reduce attrition by:

• Developing standardized operating procedures for Vector Central Stations.

• Oversees the development of training programs to educate operators on the Company policies and procedures.

• Reviews Central Station activity and staffing levels needed to maintain expected levels of customer service and response times.

• Directs the integration of customer's accounts purchased through acquisitions into the existing Vector monitoring and billing applications.

• Coordinates contracts with third party monitoring facilities, telephone vendors and cellular service providers.

• Updates, reviews, and tests the business continuity and emergency management plan for central station.

• Interface with third party wholesale businesses.

What You'll Need:

• Bachelor's degree from a four-year college or university; or five or more years of related experience and/or training; or equivalent combination of education and experiences:

• Ability to define problems, collect data, establish facts, and draw valid conclusion's and communicate these to senior Management and board of Directors, as required.

• At least ten years' experience with direct management responsibility for Central Stations:

• The need to make sure all 24/7/365 central station is performing to the highest standard.

• Computer Literacy:

• Must be proficient with Microsoft Office programs and database management (SQL).

• Organization Skills:

• Must have strong organizational skills to document support and maintain department resources.

• Communication and Interpersonal Skills:

• Must be able to effectively communicate (verbal and written) to internal and external Customers and Management.

• Deductive Reasoning Skills:

• Must be able to listen, understand, breakdown information being provided, and provide accurate direction on what is needed to resolve technical issues.

• High-level decision making, problem solving.

What You'll Get:

In addition to competitive pay, we offer a comprehensive "Total Rewards" package including:

• Medical, dental, and vision coverage

• HSA/FSA programs

• Company paid life and AD&D insurance.

• Company paid short- and long-term disability.

• Voluntary benefit products

• 401k retirement savings plan after just 60 days

• 7 Company Holidays, plus 2 Floating holidays of your choice

• Paid Time Off

• Tuition reimbursement

• Employee Assistance Program (EAP)

• On site gym and cafeteria

• Free Parking

About Us:

We are the fourth largest security integrator in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected, and empowered, one customer at a time.

Our Values:

• Win as a team.

• Do the right thing.

• Make a difference every day.

• Get it done!

• Think big.

If you share these ideals, we'd love to hear from you!

Vector Security is a Drug-Free Workplace

Vector Security is an Equal Opportunity Employer

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.