The Alarm Monitoring Team Lead will serve as an operator and leader for the Monitoring Operations Center. This individual will be entrepreneurial, a mentor, and resource both locally and across all centers. The Team Lead will be a change agent and ambassador of the organization as well as be a champion of the MOC & Securitas goals & vision. This full-time opportunity functions in our state-of-the-art 24/7 Alarm Monitoring Center as an Alarm Monitoring Lead working a 1st, 2nd, or 3rd shift schedule which includes holidays and weekends.
Team Lead duties will include training for essential functions:
Respond to incoming alarm signals and phone calls for our commercial and national accounts according to SOPs. When deemed appropriate, calls the premise, notifies the authorities, and calls a list of contacts. Logs all information into the automation system immediately and accurately
Answers the multi-line telephone system
Assist as needed for remote arming requests
Understand vapor paper and determine when in considered a down situation
Understand all MAS receiver signal and task numbers associated with receiver or MAS automation
Be a team leader for all centers and champion the Monitoring Operation Center's policies and goals.
Assist co-workers on the floor with alarm procedures and coaching
Assist with training new hires once they reach the floor.
Obtain specific client certifications/training as needed, subject to change as the client base changes
Ability to work special customers in buffer
Assist with reviewing partitions and assist with SLA customers as defined by MOC Management
Cross trained in Care and Programming functions
Adjust ques, work with break schedules, change assignments in absence of supervisor and give direction when needed
Assist with escalation calls
Will need to adjust to changing call assignments. These will vary by location due to each locations ability to handle certain kinds of calls and access to certain patricians. This may change throughout the shift.
Assist with monitoring operational workflow
Prepare and motivate staff to provide top level service to all customers
Coaching and developing front line team members
Build, establish and maintain open lines of communication across all centers
Back-up the shift supervisor when unavailable
Send out break/call assignments in absence of supervisor
Requirements:
Flexible schedule to include weekends and holidays
Be a problem solver and identify solutions
Good interpersonal communication and organizational skills
Able to work with minimal supervision
Ability to use Microsoft office and use of dual screens, multiple software programs
Ensures confidentiality of customer and team member information at all times
A positive attitude embracing teamwork, continuous improvement, and a willingness to learn
Preferred Qualifications:
18 months in monitoring role with Securitas
Good standing with attendance policy
Stack ranking of 50 EVP or over
No QAC complaints in past 9 months
97% or higher score on monthly quizzes in past 6 months
Proficient in down testing
Complete TMA Level 2
Must pass lead assessment
Exhibit excellent oral and written communication skills
Have an entrepreneurial mind set
Must be able to multi-task and prioritize handling multiple challenges
Ability to perform duties with a high degree of urgency and accuracy
We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.
