"Alerted.org

Job Description

A retail employer in the Cincinnati area is seeking an Alarm Center & Controls Supervisor to lead a team responsible for centralized alarm monitoring and response across retail locations. This role ensures timely and accurate handling of intrusion, fire, panic, and access-related alarms, safeguarding people, property, and assets. The Supervisor will oversee daily operations, provide technical and procedural guidance, and drive team performance to meet service standards in a 24/7 environment.

Key Responsibilities:

- Supervise and direct daily activities of the alarm monitoring team, ensuring operational continuity and adherence to security protocols.

- Manage real-time alarm response, queue prioritization, and escalation of critical events.

- Coordinate with field technicians, store teams, and alarm vendors to resolve issues promptly.

- Monitor KPIs such as response time, alarm resolution accuracy, and shift productivity.

- Conduct audits to ensure compliance with established processes and system health.

- Provide coaching, performance feedback, and development support to team members.

- Prepare and deliver weekly performance summaries and operational reports.

- Schedule and assign shifts to maintain 24/7 coverage and service consistency.

- Step in to perform hands-on alarm handling when needed to support service delivery.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

4+ years of Alarm Center experience.

2+ years of experience in a lead or supervisor role.

Experience managing performance against KPIs in high-volume operational settings.

Ability to manage and support a team of 15–20 individuals. Retail or commercial alarm center experience.