Remote Monitoring Supervisor - Night Shift

Lowe's Home Centers•Mooresville, NC

8d•Onsite

About The Position

This position is based at our headquarters in Mooresville, North Carolina. Our corporate office is a space where you can collaborate and do your best work. Take a walk, grab a bite (or a cup of coffee), work out or get a check-up – we invest in you so you can find your inspiration. Schedule: Overnight shift — 11 PM to 8 AM Eastern Time Your Impact The primary purpose of this role is to coordinate between the Physical Security Manager and the Remote Monitoring Specialists, to assist in follow-up on alerts, incidents, and ensure all initiatives of Remote Monitoring Team are being executed. This position will serve as the first point of contact for escalations of alerts, facilitating law enforcement contacts when necessary, and providing follow-up information for alert notifications, as well as providing incident summarization to the Physical Security Manager. The principle purpose of this position is to maintain the physical security and safety of stores through remote monitoring, alert response, and reverse investigations. This position will facilitate the information cascade from the Director of AP Operations and Physical Security Manager to the Remote Monitoring Specialists and communicate updates and status reports weekly to the Physical Security Manager for review. This individual will assist with holding all Remove Monitoring Specialists accountable for their assigned job duties through daily interactions and will provide and support additional training as needed. This role works closely with the Physical Security Manager, Regional Asset Protection and safety Directors/District Asset Protection Manager, and SSC based support functions to identify and proactively address needs and opportunities, as well as provide immediate support in response to incidents in the field.

Requirements

Bachelor’s degree or equivalent years of experience in lieu of education requirement, if applicable
5 years Retail or professional environment in LP
5 years Multi-store big-box retail experience
Experience with managing teams in a fast-paced, ever-changing environment

Nice To Haves

LPC/LPQ qualification
Experience working closely with cross-functional teams
Demonstrated experience detailed report-writing
Experience conducting quality reviews/audits
Experience in using physical security systems (CCTV, EAS, etc.)
Completion of a certified training program (Wicklander-Zulawski or Reed training)

Responsibilities

Supervise assigned Remote Monitoring Team to ensure all aspects of remote monitoring are always being properly executed
Coordinate work schedules for assigned Remote Monitoring Specialists to ensure proper team coverage (including holidays and un-filled shifts)
Maintains working knowledge of all security guard post orders
Provides additional support to Remote Monitoring Team when necessary
Reprioritizes Remote Monitoring Team efforts based on alerts and severity
Assist with reverse-investigations of alerts when needed
Escalate alerts to local Law Enforcement when necessary
Ensure proper guidelines for alert interactions are being followed by assigned Remote Monitoring Team
Facilitate proper alert notifications to applicable parties via email
Review alarm response times to ensure key performance indicators are being met
Perform visual verification of alarms for alarm company using in-store CCTV when needed
Review alarm responses and incident notes for training opportunities
Communicate technology issues and/or opportunities for resolution
Assist with visual verification of store preparation prior to major incidents (civil unrest, severe weather, etc.)
Review and communicate store conditions following major incidents (civil unrest, severe weather, etc.)
Collaborate with GSOC on all major incidents (civil unrest, burglaries, active shooter, etc.)
Assist with field efforts being executed overnight (i.e. sting operations, ORC activity, etc.)
Perform “hot spot” monitoring for stores when requested and provide summarized report of findings
Ensure assigned Remote Monitoring Specialists completed assigned training as needed
Conduct on-boarding training with assigned Remote Monitoring Specialists
Maintain up-to-date knowledge of all safety and security policies and cascade any update or changes to assigned Remote Monitoring Team
Recognize trends in overnight activity and collaborate with respective store/field teams to develop cases
Identify opportunities with systems, policies & procedures, etc. and escalate as needed
Cascade information from Director of Asset Protection Operations and Physical Security Manager to assigned Remote Monitoring Team as needed
Assist with facilitating 3rd party security / Fire Watch coverage when necessary