JPMorgan Alarm Monitoring Supervisor 

United States, Arizona, Tempe 

61587316

As an Alarm Monitoring Supervisor you will:

• Provide ongoing coaching and mentoring to staff. Liaise with Leads and Managers for employee performance reviews and disciplinary actions.
• Manage all aspects of the 24/7 operations of the Alarm Monitoring Center

Qualifications:

• 3 to 5 years of previous management experience in a call center environment or similar role required
• Ensure all SOP’s are followed correctly and any changes are implemented efficiently.
• 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.
• Provide guidance and expert knowledge to new starters within the AMC.
• Carry out internal audits to ensure compliance to the organizations own internal and external Audits.
• Implement effective monitoring which is consistent with the strategy as directed by the AMC Vice President
• Timely conduction of weekly/monthly tasks/audits
• To set high standards in incident management, communications and investigatory skills. With training, to become skilled in new computer applications and systems as they are introduced by the Bank.
• Excellent communication (both written and oral) and organizational skills
• Proven experience leading and managing a team while fostering teamwork
• Advanced reporting of metrics using MS Excel and other reporting tools required
• Must be proficient in using Microsoft Office
• Ability to prioritize workloads within a busy, 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
• Ability to learn new applications quickly
• Type 40 WPM
• Ability to talk/listen on the phone while performing other duties such as typing
• Reliable attendance
• Flexibility to work weekends or other shifts
• Ability to perform independently

Primary Duties & Responsibilities:

• Monitor Operational daily and monthly metrics, SLAs and KPIs
• Ensure reports for incidents/Alarm Responses are compiled and distributed to management and key stakeholders
• Develop and initiate all necessary AMC Standing Operating Procedures to maintain continuity of operations
• Development, introduction and maintenance of departmental policies in all areas of AMC Management
• Design and implementation of daily operational and annual roster patterns
• Responsible for oversight of attendance, development and performance management of AMC Specialists