Central Technology Center Lead

Walden Security•Knoxville, TN

2d•Onsite

About The Position

Our Security Officers protect the Industrial or Commercial property of our clients against fire, vandalism, and illegal entry. Our clients range from Class-A Office Buildings, Luxury Residential Properties, Distilleries, Fortune 500 Companies, Financial Institutions, Telecommunications, Manufacturing/Industrial Factories, Hospitals, and many others. The successful candidate will be a problem solver, possess critical thinking skills, and be detail-oriented. This position is responsible for using best practices for communicating information surrounding those incidents to leadership as appropriate. The CTC Operator 1 will monitor cameras and alarms, dispatch associated calls via telephone and radio, and provide general assistance to both employees and guests. The Lead is responsible for answering routine and emergency calls, monitoring alarms and video equipment including video alarms, door alarms, and duress alarms, and providing general assistance to employees, vendors, and guests.

Requirements

Minimum of 25 years of age
Ability to pass a criminal background check and drug test
Minimum of 1 year of customer service experience.
Ability to read and comprehend simple instructions, short correspondence, and memos using the English language.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations, respond to questions from groups of managers, clients, customers, other employees of the organization, and the general public.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Ability to type at least 45 wpm.
Proficient in Microsoft Windows 10 and Microsoft Office Products, including Outlook.
Valid Driver's License
Regularly required to talk or hear.
Frequently required to stand, walk, sit, and use hands to finger, handle, or feel.
Occasionally required to reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
Must occasionally lift and/or move up to 25 pounds.
Specific vision abilities required include close vision, distance vision, depth perception, the ability to adjust focus, and the ability to see and distinguish basic colors.
Problem Solving - Identifies and resolves problems promptly; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Oral Communication - speaks very clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in various meetings.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Diversity- Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences. Educates others on the value of diversity, promotes a harassment- free environment, and builds a diverse workforce.
Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization’s goals and values; Benefits the organization through outside activities; Supports affirmative action and respects diversity.
Judgement – Displays willingness to make decisions; Exhibits sound and accurate judgement; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Professionalism – Tactfully approaches others; Reacts well under pressure. Treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events; adapts to new product introduction, emergent business needs, and business evolution.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Dependability - follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
Goal and detail-oriented.

Nice To Haves

Minimum of 1+ years of experience in a physical Security Operations Center (SOC), a GSOC, or experience in security and/or law enforcement positions or dispatch centers.
Requires a year of related experience in any of the following categories: crisis management, physical security, critical infrastructure protection, risk controls, or loss prevention.
Experience in alarm monitoring
Working knowledge of mass notification tools.
Ability to rapidly analyze large amounts of information while maintaining composure during high-stress circumstances.
Prior camera and/or alarm integrator experience is a plus.
Fluency in other languages is a plus.

Responsibilities

Monitoring various tools to assist in identifying threats and/or risks to the organization.
Coordinating response to life safety incidents (medical, safety, natural disasters, etc.) and dispatching security officers, CRT, facilities, police, fire, and EMS personnel as required via telephone, radio and/or software systems.
Maintaining various records of communications and events.
Managing and handling situations of a sensitive nature and maintaining company confidentiality and information security practices (personnel issues, investigations, public relations incidents, emergency personnel contact information, etc.).
Conducting investigative video reviews and reporting findings.
Assisting in conducting investigations and updating requestors promptly.
Properly documenting all reported incidents, notifying appropriate parties for information, escalation, or other business-required actions.
Ensuring all systems within the CTC are functioning properly and reporting deficiencies as necessary.
Coordinating the response of on-site security personnel utilizing surveillance tools equipped with intrusion detection to identify individuals in restricted areas.
Proactively monitoring developments of extreme or adverse atmospheric conditions such as hurricanes, tornadoes, floods, blizzards, severe thunderstorms, and other weather phenomena that can cause damage, disruption, or threats to life and property.
In the event of an ongoing police or fire emergency in proximity to an asset, promptly collecting real-time information and alerting the relevant offices or employees affected.
Maintaining situational awareness during planned and unplanned civil demonstrations near assets, identifying signs of unruly behavior or clashes with external security forces using news sources and subscribed intelligence tools.
Managing and prioritizing employee security concerns through email, phone, and internal messaging platforms to ensure efficient support and resolution of requests.
Conducting routine alarm testing and remote audits.
Maintaining daily logs and preparing and providing reports as required.
Identifying and escalating critical issues.