Monitoring and Response Team Lead

Allied Universal • Grand Rapids, MI

9d • $20 • Onsite

About The Position

Allied Universal® Technology Services is seeking a Security Intervention Specialist Lead. This role is crucial at our Monitoring and Response Center (MaRC). The primary function involves monitoring assigned customers, documenting activities, contacting support systems during emergencies, and providing leadership and support to operators on their shift. The Lead ensures goals and objectives are met or exceeded during their shift. This is a 24/7 call center environment requiring individuals to sit for long periods.

Requirements

• High school diploma or equivalent (e.g., GED)
• Must be able to obtain a TOPS Alarm System Monitoring License as part of our paid on-the-job training
• Minimum of two (2) years of experience In law enforcement, security, military, or customer service call center role
• Capable of working in a high-stress environment and effectively communicating, particularly during critical, life-or-death emergency situations
• Ability to maintain vigilance and use critical thinking to monitor customer sites and respond to any emerging situations
• Must be able to work overtime as needed
• Effectively communicate with team members to direct, control, and/or assist in the event of a crisis
• Proficient in Excel, Outlook, and Microsoft Teams applications and/ or learning new technology

Nice To Haves

• Previous experience troubleshooting CCTV security systems or controlling cameras
• Previous experience in a supervisory or team lead role

Responsibilities

• Provides coaching and feedback to new and existing operators; identifying areas for training to ensure alarm board panels/video alarms/burglary and fire alarms/call center is operated accurately while meeting goals and deadlines
• Serves as a resource in answering questions regarding interpretation of data to be keyed or verified
• Investigates and professionally resolves inquiries and complaints that require Supervisory level intervention
• Responds to customer inquiries
• Compiles and reviews daily/weekly reports to guarantee standards for quality and productivity are maintained
• Develops and maintains a team-oriented relationship with other departments, so that company goals and objectives are met or exceeded
• Maintains strong working knowledge of current company policies and procedures, recommend improvements as needed
• Assists with new site development, involving forms, maps, virtual patrol routes, contact information, and vulnerabilities
• Completes incident reports

Benefits

• Medical, dental, vision, basic life, AD&D, retirement plan and disability insurance
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees