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GPSOC Shift Manager in Charlottesville, VA at Securitas Security Services USA

Date Posted: 1/17/2019

Job Snapshot

Job Description

Job Code: 87158250078

Category: Administrative

DESCRIPTION:

The Global Physical Security Operations Center (GPSOC) is the nerve center of the client’s global physical security strategy. This position interacts with a variety of people including: internationally located clients, visitors, employees and the general public. Other responsibilities include; monitoring of all security, communications and fire / life safety systems worldwide via the provided monitoring systems. The Shift Manager is assigned to manage the operations of the Client GPSOC for worldwide operations in collaboration with other assigned shift managers. This position will be responsible for the tactical operations within their respective shift including crisis and incident management with client senior leadership, staffing, and scheduling, recruiting coordination, policy compliance audits, coaching and counseling of assigned GPSOC personnel. This positon will ensure adherence to global standards and ensure consistency. The Shift Manager requires a high level of, dynamic leadership, customer service and problem solving ability to support projects as assigned by the client. 

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.
  • All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.
  • Associates are held accountable for successful job performance.  Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.
  • In performing functions, duties or tasks, associates are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations.  Associates are required to notify superiors upon becoming aware of unsafe working conditions.
  • All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures.  In the event of uncertainty or lack of knowledge of company policies and procedures, associates are required to request clarification or explanations from superiors or authorized company representatives.


Directs or completes tasks associated with these areas of responsibilities:

  1. Act as the central point of contact for any incidents, issues or events, be prepared to make significant decisions and brief senior management as required by the situation.
  2. Acts as a regional primary level of escalation related to crisis management concerns such as; terrorism, medical, weather, or facilities related events. Ensures that established post orders and policies are followed, that adequate reports are filed and that appropriate notifications and coordination is conducted with the proper authorities and client’s staff in emergency situations.
  3. Coaches and disciplines personnel as appropriate; seeks advice from company management or designated representatives as appropriate; meets personally with employees and documents coaching and / or disciplinary actions. Provides performance feedback, mentors associates, and carries out disciplinary actions, as necessary; supports staff as appropriate in carrying out their respective responsibilities.
  4. Provides oversight for the recruitment, selection, orientation, training, development and retention of high caliber GPSOC personnel; ensures that each staff member is treated with dignity and respect.
  5. Serves as a key point of contact to ensure the delivery of high quality customer service for assigned account; evaluates service quality and initiates any necessary communication and/or corrective action in a timely manner. 
  6. Ensures all staff are appropriately trained. Receives, reviews, and communicates all changes to GPSOC client policies and procedures to team members.
  7. As part of a team, collaborate with appropriate GPSS staff, to identify and implement innovative risk mitigation solutions to ensure the safety and security of client personnel and assets.
  8. In conjunction with company management or designated representatives, ensures adequate coverage of all posts and positions.
  9. Provides direct management of GPSOC Operators for their assigned shift to ensure the delivery of consistent high quality service.
  10. Prepares, files, and submits various reports and metrics as required.
  11. Identifies potential opportunities for improvement within the program and reports them to the GPSS leadership for review, resolution and implementation.
  12. Maintains a positive, professional environment in full compliance with applicable laws, regulations, policies and procedures and ensures that staff members understand and comply with applicable laws, regulations, policies and procedures.
  13. Ensures appropriate staffing levels, in collaboration with area management as necessary; ensures scheduling is handled effectively to meet client requirements while controlling labor costs.
  14. Provides input to company initiatives; promptly assists in the resolution of legal, financial, human resources, and administrative issues.
  15. Builds and facilitates teamwork, partnerships and ensures the implementation of progressive change.
  16. Performs additional functions, duties and specific tasks of a similar nature and scope as necessary in order to achieve assigned business objectives.
  17. Demonstrate a flexible approach to working hours, including the ability to work weekends when necessary to cover training, holidays and / or sickness.

Job Requirements

MINIMUM QUALIFICATIONS AT ENTRY:

Additional qualifications may be specified and receive preference, depending upon the nature of the position.  The incumbent must be able to perform each essential function satisfactorily. The requirements below are representative of necessary knowledge, skill, and ability.

  1. CPR / First Aid / AED certification required.  Can be accomplished upon hire. 
  2. Full competency in Microsoft Office and other PC software.
  3. Prior experience with crisis management, alarm monitoring and access control systems, radio, CCTV, phone usage, customer service interaction.
  4. Security Operations Center experience, to include security systems proficiency (Lenel, Send Word Now, SAFE)

Education/Experience:  Bachelor's degree and 7 or more years of experience in a field related to the security industry such as Corporate Security, Law Enforcement and / or Military. Demonstrate progressively responsible experience in security management, or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company. Certified Protection Professional (CPP) designation or Physical Security Professional (PSP) designation desirable.  Additional relevant experience can be substituted for the required education on the basis of one calendar year of experience for one academic year of education.

Language Skills:  Ability to write accurate, clear and concise crime, incident and investigative reports.  Ability to communicate effectively with client management team, officers, employees, and visitors in English is required. Ability to read, write and speak in Spanish and / or Portuguese highly desirable.

Competencies (as demonstrated through experience, training, and/or testing):

  • Must be able to meet and continue to meet requirements for specific skills, certifications, or authorizations specified for the assigned account.
  • Knowledge of security operations and procedures.
  • Understanding and knowledge of crisis management procedures.
  • Knowledge of operation center processes and procedures.
  • Understanding of a variety of security and safety devices and controls.
  • Ability to maintain professional composure when dealing with unusual circumstances.
  • Ability to provide positive direction and motivate performance.
  • Ability to track and maintain schedule assignments.
  • Knowledge of business operations management and human resources administration.
  • Use of personal computer and spreadsheet software.
  • Ability to synthesize data from a variety of sources and develop recommendations.
  • Ability to interact effectively at various social levels and across diverse cultures.
  • Strong customer service and service delivery orientation
  • Strong oral and written communication skills. 
  • Planning, organizing, and leadership skills.
  • Ability to be an effective team leader.
  • Ability to handle multiple projects and priorities.
  • Ability to take initiative and achieve results.
  • Ability to carry out multiple assignments concurrently.
  • Ability to adapt to changes in the external environment and organization.

Working Conditions and Physical/Mental Demands

With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential functions.  In addition to other demands, the demands of the job include:

  • Maintaining composure in dealing with authorities, executives, clients, staff and the public, occasionally under conditions of urgency and in pressure situations.
  • Must undergo and meet company standards for background and reference checks, controlled substance testing and behavioral selection survey.
  • Ability to handle multiple tasks concurrently.
  • Conducting oral presentations and group meetings.
  • Directing, motivating, training, coaching, and disciplining staff in a positive manner.
  • Reading and analyzing reports and financial data, including related computer usage.
  • Responding on an on-call basis to emergencies and incidents at all hours.
  • Handling and being exposed to sensitive and confidential information.
  • Seeing, hearing, speaking, and writing clearly in order to communicate with employees and clients, observe and report incidents, and direct others.
  • Frequent sitting, standing and walking, which may be required for long periods of time, and may involve climbing stairs and walking up inclines and on uneven terrain.
  • Occasional reaching with hands and arms, stooping, kneeling, crouching and crawling.
  • Frequent lifting and/or moving up to 10 pounds and occasional lifting and/or moving up to 25 pounds.
  • Close vision, distance vision, and ability to adjust focus.
  • May be required to use vehicle and frequent travel in the performance of duties. 
  • On occasion may be required to perform stressful and physical activity. 
  • While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear.

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