Remote Customer Experience Supervisor

About the Company
Vector Security is the fourth-largest security integrator in the country, providing security and smart automation solutions for homes and businesses. With more than 50 years of experience, the company focuses on making the world more secure, connected, and empowered through its customer-focused services.
The company values teamwork, integrity, accountability, and making a difference every day.
About the Role
Vector Security is seeking a Customer Experience Supervisor to oversee daily operations within its virtual contact center. This remote position focuses on meeting departmental key performance indicators (KPIs) and service-level agreements (SLAs), supporting team performance, and maintaining a positive environment where employees can develop and succeed.
The supervisor will manage workflows, monitor performance across multiple communication channels, coach team members, and address customer escalations. The contact center handles both inbound and outbound customer communications through phone, email, online chat, text, and social media. During periods of high call volume, the supervisor will also assist directly with customer contacts.
The schedule is Monday through Friday, 2:30 PM to 11:00 PM Eastern Time, with a weekend rotation and some holiday coverage required.
Key Responsibilities
•Manage daily team workflows to meet departmental KPIs and SLAs, ensuring adequate staffing and shift coverage for scheduled and unscheduled absences.
•Monitor team performance across multiple customer communication platforms and manage employee time and attendance.
•Keep actual departmental overtime within the budgeted overtime allowance.
•Review processes and procedures to improve efficiency and accuracy.
•Participate in recruiting, interviewing, hiring, and onboarding activities.
•Hold regular discussions with direct reports, establish performance goals, and track progress throughout the year using UKG.
•Provide coaching, professional development, and corrective action when needed.
•Prepare and deliver team member report cards and performance improvement plans (PIPs) as necessary.
•Review Quality Assurance feedback with individual team members and follow up on identified improvement areas.
•Work with the supervisory team to identify training needs and recommend appropriate training.
•Conduct annual performance evaluations for team members.
•Handle customer escalations across all communication channels and guide employees toward appropriate resolutions.
•Coordinate with other departments to resolve customer issues and provide guidance on the best course of action.
•Escalate cross-departmental or interdepartmental issues to leadership when additional direction is needed.
•Respond directly to customer contacts across communication channels during high-volume periods.
Required Qualifications
•High school diploma or equivalent.
•Ability to communicate effectively through telephone, email, social media, online chat, and text, with excellent spelling and grammar.
•Sound independent decision-making skills, balancing business requirements with customer needs.
•High proficiency in Microsoft Office programs.
•Ability to learn and use recruiting and onboarding software, including D365.
•Knowledge of security system design and troubleshooting.
•Ability to complete ADC certification within 90 days.
•Ability to obtain and maintain state licenses and technical certifications as required to access customer accounts.
Preferred Qualifications
•Supervisory experience in a call center environment is preferred.
Work Arrangement and Schedule
•Work arrangement: Remote / work from home.
•Regular schedule: Monday through Friday, 2:30 PM–11:00 PM Eastern Time.
•Additional coverage: Weekend rotation and some holidays.
Salary & Benefits
Vector Security offers competitive pay and a comprehensive Total Rewards package, including:
•Medical, dental, and vision coverage.
•Health Savings Account (HSA) and Flexible Spending Account (FSA) programs.
•Company-paid life and accidental death and dismemberment (AD&D) insurance.
•Company-paid short-term and long-term disability coverage.
•Voluntary benefit products.
•401(k) retirement savings plan eligibility after 60 days.
•Seven company holidays and two floating holidays of your choice.
•Paid time off (PTO).
•Tuition reimbursement.
•Employee Assistance Program (EAP).
Equal Opportunity and Employment Policy
Vector Security is a Drug-Free Workplace and an Equal Opportunity Employer. All applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, veteran status, or disability status.

Work arrangement
Yes