The Retail Alarm Monitoring Center protects the firm's employees and assets throughout North America. The AMC is responsible for monitoring, researching, reviewing, and analyzing alarms and video, to ensure compliance with standard operating procedures in a timely manner and in a fast-paced environment.The AMC act as the communication and situational awareness hub for the firm, operating 24x7x365. The AMC interacts directly with employees at retail branches and corporate locations acting as the primary intake for security related incidents. These cases are disseminated to other security professionals for further guidance. 

Key Responsibilities:

• Manage all aspects of the 24/7 operations of the Corporate Alarm Monitoring Center
• Provide ongoing coaching and mentoring to staff. Support manager with performance reviews and disciplinary actions
• Monitor Operational daily and monthly metrics, SLAs and KPIs
• Ensure reports for incidents/Alarm Responses are compiled and distributed to management and key stakeholders
• Oversee the process for all necessary checks including alarm test/door checks and camera checks
• Develop and initiate all necessary AMC Standing Operating Procedures to maintain continuity of operations
• Development, introduction and maintenance of departmental policies in all areas of AMC Management
• Design and implementation of daily operational and annual roster patterns
• Responsible for logistical support of all business requirements for the AMC operation
• Oversee the management and ownership of relevant video, intrusion, and access control system elements within training to ensure that accurate data is constantly available
• Strategy development and objective setting for the department according to business needs and requirements
• Overall responsibility for recruitment and selection of AMC staff to support operational demands and ensure correct staffing levels are always maintained
• Build strong relationships with all stakeholders throughout the Americas region, ensuring their requirements are met as per the Americas regional standards
• Responsible for oversight of attendance, development and performance management of AMC Controllers
• Carry out on site training for all staff, to include new member training, new systems training, and refresher training

Qualifications: 

• 3 to 5 years of previous management experience in a call center environment or similar role required
• Excellent communication (both written and oral) and organizational skills
• Proven experience leading and managing a team while fostering teamwork
• Must be proficient in using Microsoft Office
• Advanced reporting of metrics using MS Excel and other reporting tools required
• Ability to prioritize workloads within a busy, changing environment and meet tight deadlines
• Demonstrate a working knowledge of physical security technologies and devices such as access control and video