Global Security - Alarm Monitoring Team Lead

JPMorgan Chase & Co. • Tempe, AZ

2h

About The Position

As an Alarm Monitoring Center Lead within Global Security, you will be
responsible for coaching and mentoring staff, managing the first tier of all
incoming calls, and conducting initial troubleshooting. You will ensure
effective escalation and management of incidents at each location, and report
any false or problematic incidents to the relevant department. Your role will
also involve assisting the Alarm Monitoring Centre Associates and Vice President
with documentation, ensuring adherence to SOPs, and managing critical alarm
testing. You will provide guidance to new starters, train in new computer
applications, and be available for out-of-hours staffing issues. Lastly, you
will respond promptly to alarm signals to protect lives and property,
dispatching the police or service vendors as necessary, and provide
shift-handover summaries to incoming personnel.

Requirements

• 2+ years of previous experience in a call center environment or similar role
• Excellent communication (both written and oral) and organizational skills
• Proven experience leading and managing a team while fostering teamwork
• Ability to prioritize workloads within a fast-pace changing environment and meet tight deadlines
• Demonstrate a working knowledge of physical security technologies and devices such as access control and video
• Excellent computer skills, with the ability to navigate multiple computer systems, applications, and utilize search tools to find information; including proficiency using Microsoft Office
• Ability to learn new applications quickly and to perform independently
• Type 40 WPM
• Speak, Read & Write English clearly and proficiently
• Ability to talk/listen on the phone while performing other duties such as typing
• Flexibility to work weekends or other shifts

Responsibilities

• Provide first tier ingest of all calls into the monitoring center and conduct initial triage and troubleshooting efforts as needed, either rectifying the issue or routing it to the appropriate resource.
• Ensure all incidents are effectively escalated and managed at each location; conduct basic troubleshooting of device outages to help with speedy resolution and informed service escalation.
• Ensure any false or problem incidents are reported to the necessary department for corrective action and resolution – key to this is developing positive relationships with the incumbent vendor.
• Assist the Alarm Monitoring Centre (AMC) Associates and Vice President with producing documentation to assist with the operation of the AMC.
• Ensure all SOP’s are followed correctly and any changes are implemented efficiently.
• Ensure critical alarm testing is carried out on a quarterly basis and take ownership for any faults identified so they can be managed through to completion.
• Provide guidance and expert knowledge to new starters within the AMC.
• Training to become skilled in new computer applications and systems as they are introduced by the firm.
• Have a positive involvement in out of hours staffing problems by being contactable via email and telephone.
• Respond in a timely manner to alarm signals to ensure the protection of lives and property; dispatching the police or service vendors and handle inbound calls relating to alarm system issue
• Providing shift-handover summaries to oncoming personnel to provide information on ongoing tasks and activities

Benefits

• We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location.
• Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.
• We also offer a range of benefits and programs to meet employee needs, based on eligibility.
• These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed