The Alarm Monitoring Team Lead will serve as an operator and leader for the Monitoring Operations Center. This individual will be entrepreneurial, a mentor, and resource both locally and across all centers. The Team Lead will be a change agent and ambassador of the organization as well as be a champion of the MOC & Securitas goals & vision. This full-time opportunity functions in our state-of-the-art 24/7 Alarm Monitoring Center as an Alarm Monitoring Lead working a 1st, 2nd, or 3rd shift schedule which includes holidays and weekends.
Team Lead duties will include training for essential functions:
- Respond to incoming alarm signals and phone calls for our commercial and national accounts according to SOPs. When deemed appropriate, calls the premise, notifies the authorities, and calls a list of contacts. Logs all information into the automation system immediately and accurately
- Answers the multi-line telephone system
- Assist as needed for remote arming requests
- Understand vapor paper and determine when in considered a down situation
- Understand all MAS receiver signal and task numbers associated with receiver or MAS automation
- Be a team leader for all centers and champion the Monitoring Operation Centers policies and goals.
- Assist co-workers on the floor with alarm procedures and coaching
- Assist with training new hires once they reach the floor.
- Obtain specific client certifications/training as needed, subject to change as the client base changes
- Ability to work special customers in buffer
- Assist with reviewing partitions and assist with SLA customers as defined by MOC Management
- Cross trained in Care and Programming functions
- Adjust ques, work with break schedules, change assignments in absence of supervisor and give direction when needed
- Assist with escalation calls
- Will need to adjust to changing call assignments. These will vary by location due to each locations ability to handle certain kinds of calls and access to certain patricians. This may change throughout the shift.
- Assist with monitoring operational workflow
- Prepare and motivate staff to provide top level service to all customers
- Coaching and developing front line team members
- Build, establish and maintain open lines of communication across all centers
- Back-up the shift supervisor when unavailable
- Send out break/call assignments in absence of supervisor
Requirements:
- Flexible schedule to include weekends and holidays
- Be a problem solver and identify solutions
- Good interpersonal communication and organizational skills
- Able to work with minimal supervision
- Ability to use Microsoft office and use of dual screens, multiple software programs
- Ensures confidentiality of customer and team member information at all times
- A positive attitude embracing teamwork, continuous improvement, and a willingness to learn
Preferred Qualifications:
- 18 months in monitoring role with Securitas
- Good standing with attendance policy
- Stack ranking of 50 EVP or over
- No QAC complaints in past 9 months
- 97% or higher score on monthly quizzes in past 6 months
- Proficient in down testing
- Complete TMA Level 2
- Must pass lead assessment
- Exhibit excellent oral and written communication skills
- Have an entrepreneurial mind set
- Must be able to multi-task and prioritize handling multiple challenges
- Ability to perform duties with a high degree of urgency and accuracy
We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.