Monthly Archives

May 2019

Monitoring Center Manager

By | Careers

Reports to: Director of Account Management

Location: Aurora, IL

 
Company Overview:

Track Group Inc., a global leader in the provision of advanced electronic monitoring and supervisions solutions to the criminal justice/corrections market is seeking a highly qualified Monitoring Center Manger to oversee operations and ensure quality of customer service within a fast-paced, Criminal Justice focused software, technology and service environment.

Job Description:

Monitoring Center Representative handles a variety of customer service needs within the Monitoring Center. This would include assisting with technical issues, assisting with both inbound and outbound calls, sending reports, creating and resolving trouble tickets, addressing Monitoring Center needs and assist in training of operators. In addition, the candidate would work with government officers in the public safety/community supervision business and therefore requires significant attention to detail to minimize possible mistakes and provide an appropriate level of utmost customer service. The successful candidate will be accommodating and courteous on the phone, as well as task orientated and a proficient problem solver. The candidate for this position should have excellent interpersonal skills to help build effective customer relationships.

You will develop and retain team of Monitoring Center managers, supervisors and support staff, provide coaching and developmental opportunities that continuously build and expand both individual and team capabilities. Support development and enhancement of leadership competencies that drive individual/team performance against established goals. Foster a team environment that encourages collaboration and peer support.

You will also partner with the Monitoring Center leadership team to develop and execute strategic business plans, operational goals and performance metrics that drive productivity and insure a high level of customer service and satisfaction.

Requirements 

  • Demonstrated history of leadership positions in high volume fast paced monitoring center/call center environments with high degree of success.
  • Experience with workforce forecasting and planning to ensure necessary staffing levels to support customer demand. Insure the recruitment, selection and retention of highly qualified internal and external candidates.
  • History working under minimal direction and identify, analyze and resolve a wide range of issues, providing quick and decisive solutions within the context of existing policies and identify the need for revision or creation of policies.
  • Must be innovative and flexible in responding to a rapidly changing environment where new product, introductions (both hardware and software) will be frequent.
  • Work in conjunction with the Manager of Training & Quality to ensure all employees are exceeding performance goals through monitoring and training.
  • Create and manage trouble tickets and follow up with customers regarding tickets.
  • Demonstrate ability to handle escalated issues and customers experiencing problems.
  • Portray professionalism though dress, attitude and actions.
  • Work as part of a team to identify trends and new problems the group is seeing.
  • Work with other team members to provide efficient customer service and timely response.
  • Previous experience with Cellular/GPS Technologies highly desired
  • Ability to travel and work with global partners.

Work Environment:

  • Open office environment.
  • Flexible schedule
  • The employee is frequently required to sit for extended periods.

Salary and Benefits:

  • Competitive compensation package
  • Full medical, dental and vision benefits
  • 401(k)

Track Group Reports 2nd Quarter Fiscal 2019 Financial Results

By | News, Quarterly Reports

NAPERVILLE, ILLINOIS, May 10, 2019 – Track Group, Inc. (OTCQX: TRCK), a global leader in offender tracking and monitoring services, today announced financial results for its second quarter ended March 31, 2019 (the “Q2 FY19”). In Q2 FY19, the Company posted (i) revenue of $8.1M, an increase of 11% over the same period last year, (ii) an operating loss of $0.3M compared to an operating loss of $0.7M for the quarter ended March 31, 2018 (“Q2 FY18”), (iii) adjusted EBITDA of $1.6M, up 28% compared to Q2 FY18, and (iv) a cash balance at March 31, 2019 of $5.7M, representing an increase of 4% over September 30, 2018 and down 3% compared to December 31, 2018.

“Track Group’s first half of Fiscal 2019 produced records in revenue, gross profit, Adjusted EBITDA and active devices,” said Derek Cassell, Track Group’s CEO. “Our hard work and focus on customer service are paying off and paving the way for a record year come September 30, 2019.”

Financial Highlights

  • Quarterly revenue of $8.1M in Q2 FY19, up 11% over Q2 FY18 of $7.3M. Revenue for the 6 months ended March 31, 2019 (“6M FY19”) of $16.3M was up approximately 10% compared to revenue of $14.8M for the 6 months ended March 31, 2018 (“6M FY18”).
  • Quarterly gross profit of $4.5M in Q2 FY19, up 12% over Q2 FY18 of $4.0M. Gross Profit for 6M FY19 was $9.1million, up 7% compared to Gross Profit of $8.5 million for 6M FY18.
  • Total operating expense for Q2 FY19 of $4.77M is up nominally versus Q2 FY18’s $4.74M of operating expenses. The small jump in quarterly operating expense when combined with Q2 FY19 gross profit of $4.5M led to a quarterly loss of only $276K, which is an improvement of 61% compared to $716K operating loss for Q2 FY18. For 6M FY19, the loss from operations was $333K compared to loss from operations of $1.041M for 6M FY18, representing an improvement of approximately 68%.
  • Adjusted EBITDA in the Q2 FY19 finished at $1.6M, up 28% compared to $1.3M for Q2 FY18. Adjusted EBITDA for 6M FY19 of $3.3M, up approximately 18% vs $2.8M for 6MFY18.
  • Cash balance of $5.7M for Q2 FY19, up 113% compared to $2.7M for Q2 FY18 and down 3% over the December 31, 2018 cash balance of $5.9M.
  • Net loss attributable to shareholders in the Q2 FY19 was$0.3M compared to a net loss of $1.7M in Q2 FY18, an improvement of approximately 85%. The net loss attributable to shareholders for the 6M FY19 was $2.0 million compared to a net loss of $2.8 million in 6M FY18 representing an improvement of approximately 28%.

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