Responsible for effectively supervising Remote Guarding Officers (RGOs) in the Securitas Operations Center (SOC). As working supervisor, manage and develop the RGO as well as mentor and assist them with all aspects of their position. Proactively communicate project issues and challenges to management. Assure that the SOC is providing the best service to its internal customers and clients.

ESSENTIAL FUNCTIONS:

The functions listed describe the business purpose of this job or position. Specific duties or tasks may vary and be documented separately. An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.

1.Provide supervision and guidance to RGOs. Coordinate customer service and thoroughly manage priority escort activities, such as assigning schedules for continuous monitoring and evenly distributing administrative tasks and projects. 2.Monitoring/Service Observation: Use quality monitoring system to compile and track performance at individual level. Ensure that departmental standards regarding quality and productivity are maintained. Perform remote, concurrent, and side-by-side call monitoring reviews. Report trend data to management team. Communicate customer service performance objectives. Empower individuals to meet performance expectations. Monitor effectiveness, professionalism and efficiency of RGOs. Motivate RGOs to aggressively achieve quality and productivity goals.

3.Coaching and Counseling: Assist with employee development through support and reinforcement of departmental policies, workflows and procedures. Establish and maintain visibility and daily contact within the SOC by providing regular feedback and coaching sessions with RGOs. Assist in the ongoing training and development of RGOs, coordinating training efforts with training administrator. Mentor new hires and current staff. Assist in evaluating and improving RGO phone skills.

4.Address complaints, answer questions and resolve problems regarding all aspects of the operation. Ensure the timely communication and resolution of complaints/issues, concerning contact information or procedures.

5.Monitor attendance and coordinate work schedules to ensure that adequate staffing needs are appropriate to event and call volume.

6.Develop new ideas and plans to improve shift functioning. Work with SOC management to identify and implement processes and service improvements.

7.Evaluate and execute appropriate action to improve or recognize employee performance. Administer quarterly and annual RGO performance reviews. Apply corrective action plans. Handle all disciplinary situations in conjunction with SOC Management in a timely manner, including pertinent supporting documentation.

8.Seek out updates with clients and field management to ensure that the SOC database information and procedures are current, to proficiently respond to field operation requirements.

9.Responsible for employee timesheet maintenance and payroll entry into Oracle HCM.

10.Perform customer service functions including call handling as dictated by operational needs. Assist with special projects and perform other duties as requested by management.

MINIMUM QUALIFICATIONS AT ENTRY:

1.Technical Skills: Must be familiar with Windows applications, Word, Excel, and Outlook. Ability to type a minimum of 40 words per minute on PC keyboard.

2.Communication Skills: Possess excellent verbal and written skills, including good grammar and a well-modulated, articulate speaking voice. Ability to listen attentively to others. Ability to effectively present information and respond to questions from management and customers.

3.Management Skills: Capable of working independently, under minimal supervision and following directions. Ability to evaluate employees. Possess leadership qualities and assertiveness. Ability to accept responsibility and be hands-on in all facets of work. Ability to use sound good judgment to accomplish results.

4.Customer Service Skills: Ability to maintain a strong and positive customer service orientation. Willingness to support the customer. Communicate direction in a positive and professional manner.

5.Analytical Skills: Ability to quickly discern issues, collect data, establish facts, and draw valid conclusions.

6.Stress Tolerance: Ability to handle multiple tasks simultaneously. Able to work effectively under stressful work conditions.

7.People Skills: Possess teamwork and positive attitude. Ability to motivate, coach, and work well with others to achieve common goals.

8.Organizational Skills: Ability to concentrate and prioritize. Organize effectively and follow-up to ensure task completion. Possess time management skills.

9.Flexibility: Ability to work shift times that are not normal business hours of operation. Ability to adapt to changing priorities.

EDUCATION/EXPERIENCE: High School Diploma or GED required, with two to three years of customer service and supervisory experience. Some college preferred. Experience in the security or law enforcement industry a plus.

POSITION SPECIFICATIONS:

SOC operates 24 hours per day 7 days a week 365 days a year. Candidates must have the ability to regularly work shift times that are not normal business hours of operation.