Global Security - Alarm Monitoring Ctr Team Lead Details

Global Security - Alarm Monitoring Ctr Team Lead

JPMorgan Chase Bank, N.A. - Phoenix, AZ

Employment Type : Full-Time

The Alarm Monitoring Center Team Lead is responsible for managing all aspects of daily operations. They provide leadership, guidance, and support to employees while ensuring policies and procedures are adhered to.

The hours for this role will be 3:00pm - 11:00pm Wednesday - Sunday

As an Alarm Monitoring Team Lead you will:

• 
  Responsible for managing and coaching a team of 6 to 8 front line employees
• Provide employees ongoing and specific feedback, creates development plans and delivers corrective action as appropriate.
• Partners with manager on performance reviews and disciplinary actions.
• Ensure employees are provided with the appropriate tools to successfully execute job responsibilities.
• Must be able to effectively interact with various levels of management
• Ability to effectively manage in a fast paced environment while maintaining an efficient and productive team
• Demonstrate sound judgement; determine when to escalate personnel, technology, or process concerns and prioritize based significance
• Track and report daily metrics to ensure employees are meeting departments SLAs
• Responsible for the communication and delivery of reports to management and key stakeholders.
• Responsible for established quality expectations; ensuring that all employees have the appropriate tools, system access and resources.
• Will act as a subject matter expert and participate in various projects to assist and influence outcomes in order to improve workflow, procedures, policies and system enhancements.
• Assist with the hiring and onboarding of all new employees.
• Manage and oversee scheduling to ensure proper staffing levels are maintained.

Minimum Qualifications:

• Minimum of two years leadership experience
• Strong working knowledge of call center operations and alarm monitoring systems
• Experience leading and developing a team in a fast pace environment
• Outstanding communication skills, both written and oral
• Must be proficient in Microsoft Office tools
• Intermediate to advanced knowledge of Mastermind, Remote Link, Parabit and Avaya

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans