Call Center Supervisor

JOB DESCRIPTION:

Insight Global is hiring a Manager of Operations/Call Center Supervisor to lead the daily performance and operational excellence of our client's ULC-certified monitoring center. This leader will oversee alarm processing, dispatch, escalations, staffing levels, real-time operations, and customer communications—ensuring all activities meet ULC standards, internal SOPs, and client SLAs. The role includes monitoring operational KPIs, conducting call/alarm quality reviews, managing compliance readiness, supporting audits, identifying risks, implementing corrective action, and driving continuous process improvement. The leader will also support training, onboarding, and professional development of monitoring staff. Success in this role looks like consistently meeting response time targets, maintaining strong audit results, reducing errors, and leading a high-performing, well-trained operations team.

REQUIRED SKILLS AND EXPERIENCE:

• Direct ULC monitoring center experience

• Familiarity with alarm monitoring platforms + dispatch systems

• Experience with audits, compliance documentation, and regulatory reporting Background in security, life safety, or critical response operations

PLUSES:

• 3–5 years experience in call center, monitoring center, or security/alarm operations

• Prior supervisory or management experience

• Strong understanding of ULC monitoring standards (or equivalent regulatory frameworks)

• Experience leading teams in a 24/7 operational environment

• Strong decision-making skills during high-pressure or critical incidents Excellent communication and people leadership abilities