Monitoring Center Shift Supervisor
The Monitoring Center Shift Supervisor assists the Monitoring Center Manager in the effective oversight of daily monitoring and response to alarms and emergency response across the all markets. This position monitors alarms, responds and handles escalation of issues from the Monitoring Center Associates and Contingent Workers. This position also collaborates with a variety of vendors in the resolution of technical issues.
Position Responsibilities:
Coordinate the team schedules to ensure appropriate coverage for PTO and unscheduled absences.
Ensure Policies and procedures are adhered to.
Provide feedback for team Interim and Annual Performance Reviews.
Assist manager in the hiring and separation processes.
Coordinate training on all new hires and on all coaching aspects of existing staff.
Provide general and sensitive communications to internal CMA Department managers and associated response team members for critical incidents, technical issues, and general emergencies.
Verify all logs, documents and back-ups are completed (daily, weekly, monthly).
Provide support to other Comerica and Contingent departments with internal and external requests.
Analyze and Review videos images to assist Security Investigators & Managers in obtaining evidentiary information.
Processing video request for the Fraud & Legal Research & Subpoena Department.
Assisting banking center personnel with reviewing their video.
Provide analytical data from alarm monitoring software, reviewing, and distributing CCTV surveillance.
DVR Review Form Support.
Quarterly DVR Checks.
Collaborate with technicians from various vendors to problem solve alarm system and other security system malfunctions.
Program system with Mastermind, Remote Link, TruVision Navigator, March Networks, and Pegasys.
Coordinate and resolve security requests and issues.
Work on various long- and short-term projects as needed.
Proactively identify and resolve department issues and provide continuous improvement suggestions.
May respond to after-hours incidents either in person or via electronic means of communication.
Monitor and Respond to Banking Center and ATM alarms on various systems. Initiate response from Police, Fire and CMA Security team as appropriate.
Workflow coordination of shift assignments; Testing, monitoring, etc.
Serve as escalation for Alarm Monitoring Center Associates and Contingent Workers
Ensure seamless monitoring and response to all incidents.
Submit recommendations for process improvements and efficiencies.
Position Responsibilities:
High School diploma or GED equivalent required
5 years Security Console/Monitoring Center experience
2 years Advanced Alarm System/CCTV programming experience
2 years of Microsoft Systems experience
1 year of leadership experience
Auburn Hills Operations Center
8:00am - 5:00pm Monday - Friday
Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.
