Control Tower Lead Analyst

1 month ago

austin, United States Pinkerton Consulting & Investigations, Inc. Full time

The Control Tower Lead Analyst - Supply Chain Security, assigned to one of Pinkerton's largest global clients, will be a part of a diverse team within the centralized hub of prototype supply chain support. The Lead conducts research into the customers' needs and seek opportunities for innovation while developing scalable services and proactively assessing and mitigating supply chain risks. This role collects program performance data, analyzes metrics, and provides team leadership to ensure the highest level of quality, productivity, and first line resolution.Essential Functions:

Represent Pinkerton's core values of integrity, vigilance, and excellence.
Serve as the onsite point of contact in partnership with Pinkerton's Managing Director.
Communicate all issues related to the client relationship with the appropriate management personnel.
Develop operational procedures and policies.
Ensure all services are conducted in a timely and professional manner with special attention to quality and accuracy.
Provide leadership, on-going communication, and guidance to the Control Tower Analyst team.
Complete new hire training to ensure comprehension and development of skills/responsibilities.
Update and improve training program, providing new hire and on-going training.
Coordinate team scheduling and employee paid time off requests.
Tackle intriguing customer service issues and build highly scalable services.
Partner extensively with the product teams to identify process improvement opportunities and propose the best service strategy through liaising with the Supply Chain Security (SCS) team.
Support identification of supply chain up and down-stream problems such as risk events and report the issues before becoming threats.
Track shipments from origin to destination and ensure receipt.
Identify opportunities to innovate and simplify shipping processes through the completion of risk assessments and loss measurements.
Maintain real time knowledge of operating statuses for different shippers/transportation vendors.
Predict and detect delays and deviations from the expected/preferred logistics plan.
Understand contextual information for the development of shipping plan adjustments.
Alert stakeholders when events happen that modify a shipment's plan and/or compromises the security (safety and secrecy) of devices.
Provide data to support root cause analysis to understand supply chain risk data and relevant service delivery opportunities.
Produce operational clarity by combing data and continually form and test hypotheses to validate data.
Operate a risk monitoring dashboard to encourage a culture of continuous improvement within the customer environment.
Use real-world use cases to develop and audit program documents.
Assist in data collection for monthly and quarterly business reviews.
Complete and maintain acceptable performance metrics including quality, productivity, and first contact resolution.
Generate daily, weekly, monthly, quarterly, semi-annual, and annual reports as required by SCS.
Foster customer-centric environment which focuses on quality, productivity, and scalability of services.
Conduct shipment loss investigations.
Manage supply chain security projects with limited oversight.
Conduct supply chain security audits.
Create and continuously improve a Security Quality Assurance Program.
Create and provide contingency planning exercises.
All other duties, as assigned.
Education, Experience, and Certifications:Bachelor's degree and multi-year experience within a high volume/intensity call center, security operations center, and/or crisis management/response center plus five or more years of international supply chain security experience. Tactical understanding of geo-intelligence disciplines, risk analysis, shipping support, and risk mitigation of confidential sensitive materials within a global multimodal environment is necessary. Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives.

Competencies:

Certified Protection Professional (CPP), preferred.
Understanding of Lean Six Sigma principles, preferred.
Knowledge of Global Positioning (GPS) monitoring platforms for high value/risk shipments.
Able to effectively communicate ideas with influence across the organization.
Advanced report writing skills.
Able to effectively manage highly sensitive information.
Willingness to volunteer and assist to ensure successful outcomes.
In depth reasoning and complex data interpretation skills.
Able to manage ambiguity while proactively problem solving.
Positive team player that models mindfulness and inclusivity.
Sound judgement regarding the escalation of issues requiring senior-level management support and response.
Confident while performing within high-intensity dynamic situations.
Able to adjust to competing priorities and reprioritize according to situation or client expectations.
Client orientated and results driven.
Able to forge relationships across multi-functional teams and stakeholders.
Able to resolve problems with limited assistance.
Able to simplify tasks and seek innovative solutions.
Computer skills; Microsoft Office and other client-based programs.

Working Conditions:With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;

Regular computer usage.
Occasional reaching and lifting of small objects and operating office equipment.
Able to work off-hours, weekends, or alternate hours to support 24/7/365 global business needs.
Frequent sitting.
Travel, as needed.

Pinkerton is an equal opportunity employer to all applicants and positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any protected status by local, state, federal or country-specific law.

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