Security Intervention Specialist Lead

Allied Universal • Richardson, TX

275d

About The Position

Allied Universal Technology Services is hiring for a Security Intervention Specialist Lead at our Monitoring and Response Center (MaRC). The primary function of the 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

• A High school diploma or equivalent.
• Minimum of two years experience in a law enforcement, security, military, or customer service call center role
• Must be able to obtain a TOPS Alarm Monitoring license during our paid training program
• Must be able to work overtime as needed.
• Must be able to effectively verbally communicate to another to direct, control, and/or assist in the event of a crisis
• Must be proficient in Excel, Outlook, and Microsoft Teams applications and/or learning new technology

Nice To Haves

• Minimum of two years' experience controlling cameras or troubleshooting CCTV security systems
• 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
• Respond 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, and disability insurance
• Enrollment in our company's 401 (k) or Supplemental Income Plan, subject to eligibility requirements
• 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: Entry Level
• Industry: Administrative and Support Services
• Education Level: High school or GED