GSOC Operator/Supervisor (Day, Swing, Overnight shifts available)

HiveWatch•El Segundo, CA

10d•Onsite

About The Position

HiveWatch is a tech-forward, inclusive organization fostering the evolution of the physical security industry. We are a diverse team of forward thinkers who empower each other to find creative and collaborative solutions in an industry ripe for modernization. We are passionate about the problems we’re solving for our customers and equally passionate about the company we’re building. HiveWatch is here to help security teams pivot from chasing threats to preventing them. We protect organizations, people, and property through the intelligent orchestration of physical security programs. With better communication, more insights, and less “noise”, we are modernizing what it means for businesses and their employees to truly feel safe.

Requirements

3+ years experience working with or in a communications or operations center, or other related role.
Must be willing to learn unfamiliar technical systems
Ability to make critical decisions under pressure and manage high-stress situations effectively.
Strong customer service/interpersonal skills, especially during times of crisis
Must have a reliable means of communication (i.e., email, cell phone)
Must have a reliable means of transportation (public or private).
Strong organizational skills, attention to detail, and the ability to multitask in a dynamic environment.
Must be willing to sign a confidentiality agreement, and maintain confidentiality at all times
Must be able to pass a background check and drug screen upon the extension of a conditional employment offer
2+ years of leadership or supervisory experience.
Excellent communication and interpersonal skills, with the ability to provide clear guidance and direction to a team.
Strong understanding of security technology platforms, including video surveillance, access control, incident management, and communication tools.
Ability to handle confidential information with discretion.

Nice To Haves

Experience working with emergency responders, corporate security teams, and crisis management frameworks.
Fluency in a second language (Spanish, Mandarin, Korean, etc.)

Responsibilities

Operators are responsible for proactively supporting multiple clients in diverse locations through the use of best-in-class technology for emergency and non-emergency security operators, incoming call triage, event dispatching, and event-driven notification services 24 hours a day, 7 days a week. In an emergency situations, the HiveWatch GSOC directs and coordinates assistance and support for its clients by providing technical and advisory assistance for the performance of essential operational services; the escalation of of identified security events, and is the central communication intake point for management, control, and reduction of immediate threats to health and safety.
Supervisors are responsible for overseeing the day-to-day operations of the GSOC, ensuring team efficiency and proper processes to provide proactive security monitoring, emergency response coordination, and critical event management. The GSOC Supervisor plays a pivotal role in maintaining operational efficiency, enhancing security protocols, and creating a culture of professionalism and exceptional customer service. This role requires leadership, decision-making under pressure, and collaboration with clients, security personnel, and emergency responders to protect people, assets, and operations.
Represent and display the HiveWatch core principles of customer service and professionalism
Utilize multiple software platforms and technologies to answer routine and emergency calls, monitor access control alerts and video feeds, open source threat intelligence, and information from mass-communication tools. Dispatch/notify security officers, maintenance, and liaise with emergency 911 centers
Be able to maintain composure during critical incidents, and be prioritize and make decisions under stress
Maintain various records of communications and events in a concise manner
Work collaboratively with HiveWatch’s and clients’ leadership teams to prepare for, respond to, and recover from all incidents and crisis events that may impact our customers, including their personnel, property, business operations or brand
Communicate and disseminate information, using established communication vehicles, to key partners using best practices
Take an active role in position-related projects and utilize experience and judgment to contribute to the on-going evaluation and improvement of operations and systems.
Comply with all HiveWatch rules and guidelines, to include safety rules and guidelines, and maintain strict confidentiality
Strong written and verbal communications skills across various platforms (email, slack, phone, etc.)
Ability to generate concise reports from verbal or written sources
Act as the primary point of escalation for critical incidents, ensuring appropriate response actions are taken and documented accurately.
Conduct regular training, briefings, and performance evaluations for GSOC personnel to enhance operational capabilities and professional development.
Manage and coordinate response efforts during security incidents, emergencies, and crisis situations, providing clear guidance and decision-making support.
Lead by example - display the HiveWatch core principles of customer service and professionalism.
Lead, mentor, and support GSOC Operators in executing their duties, ensuring adherence to best practices and standard operating procedures.
Oversee security monitoring operations, which may include use of video surveillance, access control systems, open-source intelligence gathering, and mass communication tools.
Facilitate effective communication between the GSOC, security teams, law enforcement, emergency responders, and key stakeholders.
Maintain accurate and comprehensive records of incidents, communications, and security events in compliance with company policies and regulatory requirements.
Identify operational gaps and recommend process improvements, leveraging technology and data analytics to enhance GSOC efficiency.
Ensure compliance with HiveWatch policies, including confidentiality and data protection guidelines.