Alarm Monitoring Operator Team Lead

The Alarm Monitoring Team Lead will serve as an operator and leader for the Monitoring Operations Center. This individual will be entrepreneurial, a mentor, and resource both locally and across all centers. The Team Lead will be a change agent and ambassador of the organization as well as be a champion of the MOC & Securitas goals &vision. This full‑time opportunity functions in our state‑of‑the‑art 24/7 Alarm Monitoring Center as an Alarm Monitoring Lead working a 1st, 2nd, or 3rd shift schedule which includes holidays and weekends.

• Respond to incoming alarm signals and phone calls for our commercial and national accounts according to SOPs. When deemed appropriate, call the premise, notify the authorities, and call a list of contacts. Log all information into the automation system immediately and accurately.
• Answer the multi‑line telephone system.
• Assist as needed for remote arming requests.
• Understand vapor paper and determine when it is considered a down situation.
• Understand all MAS receiver signal and task numbers associated with receiver or MAS automation.
• Be a team leader for all centers and champion the Monitoring Operations Center's policies and goals.
• Assist co‑workers on the floor with alarm procedures and coaching.
• Assist with training new hires once they reach the floor.
• Obtain specific client certifications/training as needed, subject to change as the client base changes.
• Work with special customers in buffer.
• Review partitions and assist with SLA customers as defined by MOC Management.
• Cross‑train in Care and Programming functions.
• Adjust queues, work with break schedules, change assignments in the absence of a supervisor, and give direction when needed.
• Assist with escalation calls.
• Adjust to changing call assignments. These will vary by location due to each location's ability to handle certain kinds of calls and access to certain parties; this may change throughout the shift.
• Monitor operational workflow.
• Prepare and motivate staff to provide top‑level service to all customers.
• Coaching and developing front‑line team members.
• Build, establish, and maintain open lines of communication across all centers.
• Back‑up the shift supervisor when unavailable.
• Send out break/call assignments in the absence of a supervisor.

• Flexible schedule to include weekends and holidays.
• Problem‑solving skills and the ability to identify solutions.
• Good interpersonal communication and organizational skills.
• Ability to work with minimal supervision.
• Proficiency with Microsoft Office and use of dual screens, multiple software programs.
• Ensures confidentiality of customer and team member information at all times.
• A positive attitude embracing teamwork, continuous improvement, and a willingness to learn.

• 18 months in a monitoring role with Securitas.
• Good standing with attendance policy.
• Stack ranking of 50 EVP or over.
• No QAC complaints in the past 9 months.
• 97% or higher score on monthly quizzes in the past 6 months.
• Proficiency in down testing.
• Complete TMA Level 2.
• Must pass lead assessment.
• Excellent oral and written communication skills.
• Entrepreneurial mindset.
• Ability to multi‑task and prioritize handling multiple challenges.
• Ability to perform duties with a high degree of urgency and accuracy.

• Opportunity for annual merit pay increases.
• Paid company training.
• Medical, Dental, Vision, and Life Insurance.
• Company‑paid short‑term and long‑term disability.
• 401(k) with 60% match up to 6% of salary.
• Paid vacation, holiday, and sick time.
• Educational assistance.
• Exceptional growth opportunities.
• Wide variety of employee discounts on travel, equipment, and more.

We are a nationwide provider of security solutions, and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.