Monitoring and Response Team Lead
About The Position
Allied Universal® is hiring a Security Intervention Specialist Lead. The Security Intervention Specialist Lead is a vital role at our Monitoring and Response Center (MaRC). The primary function of the Security Intervention Specialist Lead is to monitor the assigned customers, document any activity, contact support systems in the event of an emergency, and provide leadership and support to all operators on their designated shift. In addition, the Lead is to ensure goals are being met and objectives are met or exceeded on their designated shift. This is a 24/7 call center environment that requires individuals to sit for long periods of time.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
