Call Center / Escalation Center Supervisor in Goodyear, Arizona at Salute Inc.

Salute is a leading provider of cutting-edge Data Center Infrastructure Services, dedicated to serving data center clients worldwide. We pride ourselves on delivering sustainable solutions, unparalleled reliability, and outstanding customer service. As we continue to grow, we are seeking a dynamic and experienced Call Center/Escalation Center Manager to join our team and drive our relationships with hyperscale clients to new heights.

The Escalation Center Supervisor functions as a call center manager and is responsible for incident

management and the overall leadership of the escalation team. This position will support the escalation

center team and the Company by helping to facilitate the event management process. This person will have

strong Company skills, problem solving and resolution skills as well as an ability to work well with others.

This role will build strong cross functional partnerships between the Data Center OPS, Security, and the

Company. This role requires a balance of leadership, supportive individual contributions, and experience

with Escalation Center/Command Center OPS. This person must be able to work well under pressure and

deadlines and is responsible for ticket management and the monitoring of critical systems including but not

limited to HVAC, Electrical, Life Safety, and Security.

Responsibilities

• Oversee 24X7X365 Escalation Center (EC) operations;

• Responsible for maintaining 24X7X365 staff levels, and ensuring 100% coverage;

• Responsible for ensuring all staff are properly trained;

• Track all activities to make sure deliverables are being met and processes are being followed;

• Provide operational and tactical leadership to the EC;

• Understand and prioritize work for team members to meet Company requirements;

• Ensure all staff are properly trained;

• Motivate, coach, and lead the team to achieve department goals;

• Collect, track, and record data and statistics for various reporting requirements;

• Monitor and respond to BMS events/alarms including but not limited to HVAC, Electrical, and Life

Safety systems;

• Monitor and respond to events/alarms related to Security systems;

• Utilize tools provided to manage and monitor Company, vendor, and security/OPS tickets;

• Process outbound and inbound calls while overseeing all calls, adhering to all policy and standards;

• Ability to work with and manage internal and external clients;

• Provide support in relation to security, data center infrastructure, and operation;

• Required to work evenings/weekends.

Skill Requirements

• Excellent internal and external Company service skills;

• Communicates effectively and accurately;

• Ability to make quick, effective decisions under pressure;

• Strong written and verbal skills;

• The ability to work effectively in a team environment, but comfortable working alone; and

sometimes with little direction;

• The ability to manage time well, and pivot between competing priorities and situation with ease;

• Take the initiative where needed;

• Receptive to feedback, willing to learn, embracing continuous improvement;

• Ability to learn and adapt to new software applications and/or procedures;

• Ability to work autonomously under leadership direction, written or verbal;

• Willingness and capability to learn additional skills and transfer their own knowledge to others.

Minimum Requirements

• Minimum 3 years escalation or command center supervisor/manager experience;

• Experience with MEP systems to include a basic understanding and knowledge of all HVAC,

Electrical, Plumbing, Fire/Life Safety, and building management control systems a plus;

• Experience with security systems both hardware and software, Genetec specific knowledge a plus;

Docusign Envelope ID: E746C7B0-DD78-4BEB-9A3D-147A7E220091

SOW ADDENDUM – Compass Escalation Center

• Experience following emergency procedure protocols and regulatory interfaces;

• Computer skills i.e., Microsoft applications;

• Experience with security technologies including Video Surveillance, Access Control, Incident

Management Systems, and Security Operations Centers.

Preferred Requirements

• Military Service;

• Mechanical/electrical systems, security systems, and safety experience in a Data Center

environment;

• Knowledge in physical security strategies, principles, standards, policies, and procedures;

• Call center start-up and deployment experience

If you are a motivated and results-driven individual with a passion for data center services and a knack for building strong client relationships, we want to hear from you. Join us in revolutionizing the data center industry and apply today!

Salute is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.