Call Center Supervisor

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.

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 HR@insightglobal.com.To 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/.

• 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

• 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

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.