Professional - Monitoring Specialist I

2 weeks ago

Richfield, United States LanceSoft Inc Full time
Richfield, MN Corporate Campus). 100% on site position.Schedule: Onsite/On-Campus.

Shift Hours: 5:00pm to 1:30am(Night Shift)
Workday:  Tuesday, Wednesday, Thursday, Friday, Saturday.
Week-Off : Sunday & Monday.

Position Summary/Job Description:
This position is split between Crisis Management and Overnight Monitoring.
As a Crisis Operations Specialist you will directly and indirectly provide monitoring and support for crisis that affects the client's Enterprise. Primary responsibility is for answering, triaging, and providing initial response to Emergency Hotline – Crisis Management calls and ensuring reporting tools are utilized to document and notify individuals and teams that may need to provide additional support to the reporters. Specialists are also responsible for specialized response to Energy Management situations submitted by store leadership through facilities tickets.

As a Crisis Operations Specialist, you will provide a support role to corporate teams and field locations before, during, and after an emergency incident. This position provides monitoring and notification of situations that either are, or could, cause a crisis for client, and may serve as initial bridge between field locations and Crisis Operation Seniors and leadership when an incident occurs.

Responsible for Emergency Hotline- Crisis Operations call triage to ensure that all crisis response, wherever and whenever a crisis happens, is efficient and effective. Monitors CrisisOps mailbox for web-based Emergency Hotline reports to validate accuracy and determine next steps as appropriate. Per SOP, ensure initial response activities are completed per SOP, notifications and escalations take place, and reporting in appropriate tools is complete. Resolve issues or escalate to appropriate support personnel

Seeks out and provides insight on potential crisis, upon request or by using monitoring tools such as Social Media, news reports and partner communications. Executes on the delivery of pre-approved messages through existing communication channels and maintains distribution lists

Overnight Monitoring:
Primary Responsibilities Associated with This Role Are
• Analyze burglary trends to identify locations and markets that may be targeted.
• Gather and analyze different sources of data.
• Build various data visualization reports to communication and share information across a variety of stakeholders.
• Assist in the development of reporting/dashboard templates.
• Analyze method of operation that subjects targeting locations may utilize and provide. recommendations to deter burglary attempts or identify ways to catch subjects before losses occur.
• Monitor CCTV for anomalies in locations that may indicate subjects are preparing to burglarize our locations.
• Alert the crisis response team of incident(s) and escalate as needed to on-call teams to coordinating ongoing response support.
• Report suspicious behavior to critical partners as per SOP.
• Research active alarms for potential burglaries and other emergencies in progress and report to a variety of partners as per SOP.
• Contact field Asset Protection leaders to support burglaries in progress and work with local responding Law Enforcement Officers.
• Prepare and disseminate incident summaries/narratives to all the appropriate support teams.
• Complete daily/nightly requests tracker and communicate in a timely manner with those requesting Overnight Monitoring services.
• Maintain the Overnight Monitoring team’s communication distribution lists.
• Prepare and complete daily/nightly performance metrics reports and distribute appropriately.
• Other duties as assigned in support of the overall Global Threat Detection and Response program.

Note: Applicants must possess a reliable mode of transportation to commute on-site campus in all seasons

Skills Overview:
What are the top five skills and number of years of experience required to perform this job?
1. 1+ year of Customer Service Experience in Retail, Call Center, or similar industry
2. Communication and relationship building skills.
3. Microsoft Office 365 applications (Excel, PowerPoint, Word, Outlook) experience (3+ years)
4. Data Analytics and Reporting (1+ years)
5. Ability to work independently, a self-starter who is flexible and adaptable to meet the ever-changing needs of our customers and business, while working through ambiguity.
What are some preferred/nice to have skills the manager is looking for?
1. CCTV Experience
2. Facilities/Properties/HVAC experience
3. Fluency in Spanish or other language
4. Call Center Experience
5. Advanced knowledge of Microsoft Office 365 application tools (specifically Excel, PowerPoint, Word)
6. -Prior public safety experience
7. -Alarm monitoring experience
8. -Intermediate Data Analytics
 

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