Data Entry Supervisor

Job Summary:

The Data Entry Supervisor leads, trains, and mentors Data Entry Associates and leads to ensure high-quality performance and exceptional customer support. This role involves monitoring team productivity, analyzing performance data, and implementing improvements to enhance accuracy and efficiency. The supervisor handles escalated customer issues, manages communications, authorizes customer-related decisions, and collaborates with other departments to maintain data integrity. Additionally, they ensure adherence to company policies, maintain confidentiality, and support ongoing team development and operational needs.

To perform this job successfully, an individual must satisfactorily perform each essential job duty. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.

Alarm Detections Systems is an EEO employer.

Essential Functions and Responsibilities: 

Train, mentor, and supervise Data Entry Associates and leads to ensure optimal performance and high-quality customer support.

Monitor team performance with appropriate management to ensure service levels are met, provide direct support by addressing questions, guiding associates through complex tasks, handling escalated customer cases, and taking corrective or coaching actions as needed.

Assist in workload distribution and prioritization based on project deadlines and staffing levels.

Develop, implement, and maintain SOPs and data entry standards to ensure consistency, accuracy, and compliance; regularly update documentation to reflect operational needs.

Conduct regular team meetings with central station management to review workflows, address challenges, and reinforce policies, procedures, and performance expectations.

Analyze performance data to improve operational efficiency, accuracy, and customer satisfaction.

Collaborate with central station management to identify trends and establish individual and team goals.

Collaborate with other departments to ensure data accuracy, resolve discrepancies, and improve interdepartmental processes.

Conduct performance reviews to evaluate staff effectiveness, provide feedback, and support development.

Recruit and hire qualified Data Entry Associates to build a capable and reliable team.

Utilize software systems (TRM), monitoring databases, and tools effectively to manage workflows and customer interactions.

Manage customer communications across multiple channels to resolve concerns, gather information, ensure satisfaction, and refer unresolved grievances to designated departments for further investigation.

Maintain detailed
records of customer interactions, including inquiries, complaints, and resolutions, ensuring documentation is thorough and accurate.

Provide advanced support and guidance to Central Station and Office/Field personnel in troubleshooting data-related issues in a timely and effective manner.

Maintain and handle sensitive client data such as personal information and security system details with strict confidentiality.

Participate in training sessions and ongoing learning opportunities to stay current with company processes, software updates, and industry best practices.

Ensure departmental coverage during core business hours, adjusting personal schedule when needed to support team operations.

Take on other tasks or projects to support employees, other managers, and Data Entry Associates.

Must be punctual and adhere to attendance standards.

Responsible for onsite duties as assigned.

Adhere to all company policies and procedures.

Other duties as assigned by management.

Education/Experience:

High School Diploma or equivalent is required

Minimum of 2 or more years of work experience in a data entry, administrative support role, or related position is required

Knowledge/Skills/Abilities:

Proficient in ADS monitoring software, databases, and applications such as TRM.

Strong knowledge of data management systems used for accurate data entry, organization, and retrieval and overall departmental functions.

Build and maintain trust-based relationships with customers and team members.

Demonstrates active listening skills, clarifies information as needed, and manages challenging customer interactions with professionalism and empathy.

Adaptable and solutions-oriented, with a willingness to support and implement management-led initiatives in accordance with company policy, even when met with limited team consensus.

Maintains professionalism and composure in high-pressure or challenging situations, effectively managing conflict.

Exhibits professional judgment and leadership by supporting and executing management decisions in alignment with organizational goals, while constructively addressing concerns within the team.

Strong written and verbal communication for clear internal and external interactions.

Capable to work independently and collaboratively in cross-functional teams.

Highly organized, detail-oriented, and accurate in task execution.

Adaptable and effective in fast-paced, multitasking environments while keeping customer focus.

Knowledge of the organization's products and services to support accurate data handling and customer-focused operations.

Ability to lead a team, manage conflict, and foster a collaborative environment.

Strong problem-solving and interpersonal skills to foster collaboration and satisfaction.

Evaluate departmental data and reports to identify internal trends, discrepancies, and opportunities for improving data entry processes and team efficiency.

Demonstrated ability to maintain strict confidentiality and consistently adhere to data protection and privacy policies and regulations.

Proficient in Microsoft Office Suite, including Word, Excel, and Outlook.

Licenses/Certifications:

Must obtain a Permanent Employee Registration Card from the State of Illinois Department of Financial and Professional Regulation.

Maintain a driver's license and maintain an insurable driving record.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sitting

Standing

Walking

Fine Dexterity

Talking

Hearing

Vision

Color Vision

Work Environment:

The work environment characteristics described here represent those an employee encounters while performing this job's essential functions. Unless outlined in remote work policy, this is an on-site position. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.

Alarm Detection Systems, Inc. maintains a quiet, non-smoking office environment.

Company Benefits:
Alarm Detection Systems offers a comprehensive benefits package designed to support the health, well-being, and financial future of our employees:

Medical Insurance with multiple plan options

Dental Insurance

Vision Insurance

Life Insurance

Paid Parental Leave

Disability Coverage:

Employer-paid Short-Term Disability

Optional Long-Term Disability

401(k) Plan with tiered employer match

Paid Time Off (PTO) starting at 3 weeks per year for employees

Paid Holidays: 8 recognized holidays annually

Employee & Friends/Family Discounts on security systems and monitoring services

Pet Insurance Discount

Employee Assistance Program (EAP)

Tuition Reimbursement

Company-sponsored events (friends and family welcome!)

Continuous professional development opportunities

A fun, positive, and high-energy work environment

Compensation:

The starting pay range for the Data Entry Supervisor is $26.00 - $28.00 per hour, based on knowledge, skills, education, and experience.