Allied Universal

GSOC Operations Supervisor

Job Locations US-CA-Mountain View | US-CA-Mountain View | US-CA-Mountain View | US-CA-Mountain View
Category (Portal Searching)
Hidden (1154698)
Business Unit
EPI

Overview

Allied Universal® Executive Protection and Intelligence Services , North America’s leading specialized protection company, provides rewarding careers that give you a sense of purpose. While working in a dynamic, diverse and inclusive workplace, you will be part of a team that fuels a culture that will reflect in our communities and customers we serve.

Job Description

The Global Security Operations Center Supervisor will supervise the day-to-day operations at the client headquarters in Mountain View, CA. The GSOC Operations Supervisor will lead a team of shift supervisors and operators who are responsible for access control support, customer service, incident dispatching, camera monitoring and related security duties and assignments. The GSOC supervisor ensures that all operations are conducted in line with established policy and procedure and meet the client’s standards. This position is under the direction of the GSOC Account Manager.

 

Job Duties:

  • Oversee quality control and oversight for all production, support and staffing functions in conjunction with the GSOC account manager.
  • Utilize professional judgement to assess immediate risks to the safety and security of customers; provide timely communications to customers about those risks when needed.
  • Lead initial crisis management functions in response to breaking events and work with the GSOC account manager and other management for incident escalation and handover.
  • Provide exemplary customer service to the client and those requiring GSOC support or services; assist subordinates to reach similar level of customer service-related excellence.
  • Escalate issues as required to management and/or client.
  • Provide oversight and quality assurance for all tasks completed on assigned shifts, including product review and approval prior to dissemination.
  • Assist in the monitoring and tracking of metrics and key performance indicators for biweekly and quarterly review as required by the client contract.
  • Serve as line supervision to shift supervisors and skip-level supervisor to their subordinates.
  • Develop and mentor shift supervisors and others through coaching, providing feedback and managing conflict.
  • Work with the GSOC account manager to identify process and quality improvements.
  • Facilitate “tabletop” exercises and other training activities for continuous shift supervisor and operator training.
  • Receive pass down information and conducting briefings to provide updates, assignments, training and contractual compliance.
  • Provide direct support and engagement to help subordinates reach their performance potential within assigned roles and assist the GSOC account manager in helping subordinates meet broader professional development goals.
  • Supervise performance of daily tasks and responsibilities of Mountain View GSOC personnel and issues in accordance with company policies.
  • Contribute to the development and/or maintenance of policies and procedures impacting Mountain View GSOC efficacy.
  • Represent the Mountain View GSOC in incident response meetings with stakeholders, as needed/directed.
  • Support efforts to identify new technologies and business processes to improve overall GSOC efficiency. Manage operational implementation of technology and process changes in accordance with approved change management plans.

 

Qualifications:

  • Minimum of 5 years’ experience in a high-intensity, high-volume environment, such as a Security Operations Center, Crisis Management/Response Center or Customer Call Center.
  • Demonstrated effectiveness as an operations supervisor, shift supervisor, or similar role, as the direct supervisor-of-record to GSOC, SOC, crisis response center or customer call center operators. Supervisory experience must include direct, simultaneous oversight of at least 3 subordinates.
  • Excellent oral communications skills, with proven comfort engaging directly with client and other customers.
  • Excellent written communications skills, to include drafting products for the GSOC account manager’s review.
  • Proven confidence and effectiveness supervising operators during high-intensity, or dynamic situations.
  • Proven ability to manage competing priorities and reprioritize according to situation or client expectations.
  • Professional judgement to escalate issues requiring management support and response.
  • Demonstrated comfort with technology, with ability to quickly navigate the use of multiple systems and applications, and supervise others doing the same.
  • Ability to maintain situational awareness of multiple systems and applications simultaneously.
  • A dependable team player with business maturity, enthusiasm and a positive attitude.

 

 

Closing

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

 

If you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.

Requisition ID

2022-752731

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