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Lead Monitoring Center Associate

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Customer Support
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WD30060481356 Requisition #
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What you will do:

This role will provide oversight and review on all critical communications generated by the BSOC team Monday through Friday during core business hours. This position will assist as needed Monday through Friday with any area of BSOC operations and support due to coverage shortage or any other staffing shortage. This role will assume primary responsibility for all training and skillset assessment for BSOC analyst across all three shifts. Responsible for insuring that all required training is completed (and tracked) in a timely manner as it relates to onboarding of new BSOC employees. Also responsible for insuring that all training and support documentation is periodically reviewed for accuracy and updated as needed.

How you will do it:


• Provide oversight and review on all critical communications generated by the BSOC team Monday through Friday during core business hours.
• Independently operate all BSOC equipment and peripheral equipment.
• Lead and oversee training of other event analysts within the central station.
• Responsible for insuring that all onboard training of new employees is completed in a 30 day period. This will include the tracking and reporting of completed training modules.
• In the course of the year insure that BSOC analysts complete review of critical support processes. Insure all analysts complete a simulated step through of the required actions for identified critical areas of support. This will be documented and reported back to the management teams.
• Perform yearly assessments and report of BSOC individual analyst skillsets as it relates to all identified critical areas of support (Robbery, Critical Facility, Active Shooter, Medical Emergency, etc).
• As identified generate and construct daily reports for management review.
• Research and discover methods for improvement of service, and make detailed recommendations to management.
• Perform other duties as assigned, including specialized projects.


What we look for:

• Demonstrated knowledge of traditional physical security equipment.
• Self-motivated problem solver with demonstrated analytical skill set.
• Good organizational, multi-tasking, and time management skills.
• Ability to work in a team environment.
• Accredited college associates degree preferred or 1 year supervisory experience preferred or combination of education and experience.
• Demonstrated verbal and written communication skills, 30 wpm
• Successful completion of CSAA Advanced Central Station Operator Training Course (80%).
• Able to successfully coach and develop direct reports.
• Ability to lead direct reports and maintain composure during crisis situations.
• General office environment in a Central Station setting.
• Minimal domestic and international travel will be required.

THIS POSITION WILL REQUIRE WORKING IN A SHIFT ENVIRONMENT, PRIMARILY MONDAY THROUGH FRIDAY WITH SOME WEEKEEND COVERAGE AS NECESSITATED DUE TO CALL OFFS AND PTO RELATED ABSENCES.

Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.

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