Monitoring Center Agent L2- Overnight Shift

Northgate Gonzalez Markets•Anaheim, CA

13h•Onsite

About The Position

JOB SUMMARY: Reporting to the Monitoring Center Manager, Monitoring Center Agents are responsible for protecting Northgate’s people and profit by monitoring CCTV, identifying theft and safety hazards, responding to reports of suspicious activity and alarm calls. Preserving video evidence, identifying CCTV repair needs. You also need to have somebody view what the camera is capturing, to stop crimes before they start; to ensure we have a safe and healthy work environment for all those who work and visit our stores; and, someone who knows how to operate and maintain these systems. Overnight Shift Required: This role operates during overnight hours and provides continuous system monitoring, alert triage, and incident escalation.

Requirements

High School Diploma or equivalent (Associates Degree preferred)
Minimum of one year monitoring center experience
Minimum of five years of retail operations experience, preferably in a grocery retail environment
Proficiency in written and spoken English, ability to speak and read Spanish
Mastery of both influential and fact-based communication, particularly in written form
Highly organized and systematic in approach
Advanced use of Microsoft Word, Excel, PowerPoint and various CCTV system
Able to work overnight shift with flexible schedule on holidays, weekends and split shifts
Able to work in a team of operators or on your own
Able to concentrate over long periods
Able to be discreet, never discussing anything you see on the monitors with anyone outside work
Able to remain calm under pressure
Able to react quickly

Responsibilities

Puts care and concern for the wellbeing of our associates and customers first and foremost in behaviors and communications.
Collaborates to a high degree with the Asset Protection Team Member and Store Leaders to create a positive atmosphere and winning environment.
Must be both technically proficient and constantly alert.
Review alarm company website and identify store that have not set alarm, stores with bypassed zones, stores that have been disarmed during unauthorized times
Investigate reports for suspicious activity as identified by store leadership and Asset Protection Team
Receive alarm calls, both burglary & fire system monitoring company, review activity via CCTV and respond appropriately
Document incidents and responses and communicate summary of activity at end of shift
Support Store Leaders with alarm troubleshooting, (system not arming / bypassing zones)
Manage Video Monitoring CCTV equipment to ensure it is up to date and fully functional.
Request and submit work orders for CCTV repairs
Review of RMIS (Risk Management Information System) reports, confirming accurate information was documented and retaining video of accident. (Guidelines provided by Risk Management).
Verify and confirm accurate detailed information in RMIS for every report reviewed.
Occasionally, the surveillance operator may be called into court to testify about any activities they observed on the system or the operational details of the recording system
Must also have a keen eye for detail and a good memory for keeping notes during the course of a shift.
Surveillance operators work by themselves and at odd hours.
Self motivated
Sitting in front of a bank of multiple screens, constantly monitoring the live pictures that come in from the surveillance cameras
Operating the position of the cameras, for example if a cash machine is about to be emptied, you would focus the camera on the cashier
Monitoring anyone acting suspiciously, and alerting store leadership/security staff and conduct call down announcements if you see an act of theft, vandalism or any other crime
Preform any other job related duties as assigned