Our Alarm Monitoring Center to protect the firm's employees and assets throughout North America. 

As an Alarm Monitoring Center Lead within Global Security, you will be responsible for coaching and mentoring staff, managing the first tier of all incoming calls, and conducting initial troubleshooting. You will ensure effective escalation and management of incidents at each location, and report any false or problematic incidents to the relevant department. Your role will also involve assisting the Alarm Monitoring Centre Associates and Vice President with documentation, ensuring adherence to SOPs, and managing critical alarm testing. You will provide guidance to new starters, train in new computer applications, and be available for out-of-hours staffing issues. Lastly, you will respond promptly to alarm signals to protect lives and property, dispatching the police or service vendors as necessary, and provide shift-handover summaries to incoming personnel.

Job Responsibilities:

Provide first tier ingest of all calls into the monitoring center and conduct initial triage and troubleshooting efforts as needed, either rectifying the issue or routing it to the appropriate resource.

Ensure all incidents are effectively escalated and managed at each location; conduct basic troubleshooting of device outages to help with speedy resolution and informed service escalation.

Ensure any false or problem incidents are reported to the necessary department for corrective action and resolution – key to this is developing positive relationships with the incumbent vendor.

Assist the Alarm Monitoring Centre (AMC) Associates and Vice President with producing documentation to assist with the operation of the AMC.

Ensure all SOP’s are followed correctly and any changes are implemented efficiently.

Ensure critical alarm testing is carried out on a quarterly basis and take ownership for any faults identified so they can be managed through to completion.

Provide guidance and expert knowledge to new starters within the AMC.

Training to become skilled in new computer applications and systems as they are introduced by the firm.

Have a positive involvement in out of hours staffing problems by being contactable via email and telephone.

Respond in a timely manner to alarm signals to ensure the protection of lives and property; dispatching the police or service vendors and handle inbound calls relating to alarm system issue

Providing shift-handover summaries to oncoming personnel to provide information on ongoing tasks and activities

Required qualifications, capabilities, and skills:

2+ years of previous experience in a call center environment or similar role 

Excellent communication (both written and oral) and organizational skills

Proven experience leading and managing a team while fostering teamwork

Ability to prioritize workloads within a fast-pace changing environment and meet tight deadlines

Demonstrate a working knowledge of physical security technologies and devices such as access control and video

Excellent computer skills, with the ability to navigate multiple computer systems, applications, and utilize search tools to find information; including proficiency using Microsoft Office

Ability to learn new applications quickly and to perform independently

Type 40 WPM

Speak, Read & Write English clearly and proficiently

Ability to talk/listen on the phone while performing other duties such as typing

Flexibility to work weekends or other shifts