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    Professional - Monitoring Specialist I - Richfield, United States - Javen Technologies

    Javen Technologies
    Javen Technologies Richfield, United States

    3 weeks ago

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    Description

    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 *** 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 ***, 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:


    The
    Overnight Monitoring (OM) team is responsible for monitoring retail and supply chain locations with the goal of preventing burglaries and reducing losses due damage to facilities.

    The team also works to meet the needs of the broader Global Threat Detection and Response organization.

    This team works closely with a wide array of Corporate and Field business partners as well as Law Enforcement at a city/state/federal level.


    Project Description:
    Working a shift schedule during the overnight hours, weekend, and holidays, on-site/on-campus at the
    Co. Inc. campus in Richfield, MN.

    This role is in support of the Overnight Monitoring team, assisting with performing duties such as CCTV monitoring, Alarm monitoring of facility location, incident alert/notification, and various other duties as assigned based on organizational needs.


    Position Summary/Job Description:


    As a Burglary Monitoring Specialist, you will be responsible for proactive CCTV monitoring and reactive alarm response to *** sites that are secured afterhours.

    The Specialist will report to the Overnight Monitoring shift supervisor, working collaboratively with other team members, Corporate Partners, Field Support Asset Protection and Property Managers to reduce loss and facility damage as well as initiate the appropriate response needed to aid all targeted, vulnerable, and at-risk facility locations.

    The Specialist will report suspicious behavior identified on CCTV, dispatch of local law enforcement to conduct site visits.

    The Specialist will receive alarm notifications from alarm monitoring center or field leaders and will be responsible for reviewing real time CCTV footage where alarms are reported.

    Specialist will report any vulnerabilities, criminal activities, or employee safety risks to the appropriate partners, which could include local leaders, law enforcement, and corporate support leaders.

    This hourly shift position operates primarily during the overnight hours, on-site/on-campus at the *** Co. Inc. campus in Richfield, MN as part of a team that will be responsible for producing consistent service coverage. Expect that shift work will include weekends, holidays, and may be adjusted based on business needs.

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

    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


    • Communication and relationship building skills.
    • Microsoft Office 365 applications (Excel, PowerPoint, Word, Outlook) experience (3+ years)
    • Data Analytics and Reporting (1+ years)
    • 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?


    • CCTV Experience
    • Facilities/Properties/HVAC experience
    • Fluency in Spanish or other language
    • Call Center Experience
    • Advanced knowledge of Microsoft Office 365 application tools (specifically Excel, PowerPoint, Word)
    • Prior public safety experience
    • Alarm monitoring experience
    • Intermediate Data Analytics

    Interview Process Overview:
    We will review candidates and then submit times for initial interviews. Initial Interviews will be done remotely unless otherwise noted.

    Interviews will be a panel interview with 2-3 individuals and will follow the following process.

    • Introductions
    • Outline of position, hours, and expectations
    • Interviewers will have a set of questions that will be asked of all candidates.
    • Final thoughts and questions from candidates
    • Timeline of process and when we expect to respond to candidates.
    • Wrapup and end interview


    Once first round of interviews have been completed, we will choose the top 2-3 candidates for a secondary on-sight interview.

    This interview will include a tour of the campus and an in-depth look at what the teams do on a daily basis and what the work space is like.


    Additional Job Requirements:
    Location: CWs Must Live Local (In Driving Distance to ***'s Richfield, MN Corporate Campus). 100% on site position.

    Schedule:
    Onsite/On-Campus. Individual must be available from 5p to 1:30a Tuesday thru Saturday.
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