Service Assurance Center Shift Lead

Allied Universal®, North America’s leading security and facility services company, provides rewarding careers that give you a sense of purpose. While working in a dynamic, diverse and inclusive workplace, you will be part of a team that fuels a culture that will reflect in our communities and customers we serve. We offer medical, dental and vision coverage, life insurance, retirement plan, employee assistance programs, company discounts, perks and more for most full-time positions!

Allied Universal® is hiring a Service Assurance Center Shift Lead. The Service Assurance Center (SAC) is located in our Richardson, TX Office. Allied Universal’s SAC operates 24 hours per day, 365 days per year, and is a critical component in ensuring on time, uninterrupted coverage of all post locations and accurate pay for officers. An integral part of our Center is Post Watch™, a real-time schedule monitoring system that records the actual arrival and departure times of officers at their assigned posts. In addition, Post Watch immediately flags a post where an officer has not arrived on time, triggering an operator to contact the site to verify arrival or begin the escalating process searching for a replacement who meets the requirements of that post.

RESPONSIBILITIES:

• Give feedback to the shift Specialists, by way of notes in schedules or e-mails, on anything that needs to be corrected; coordinates schedules and break times, assist in new and remedial training; counsel employees as needed related to company policies
• Identify unscheduled shifts prior to shift start time and ensure that site management is notified
• Identify scheduled shifts where officer has failed to log in/out and take appropriate action
• Based on above, adjust schedules to reflect what happened in real time
• Create attendance exception record based on changes to schedules where appropriate
• Receive after hours call forwarding from all Allied Universal offices and take appropriate action
• Respond to emergency situations by contacting appropriate personnel and documenting with incident reports
• Train/retrain officers on call in procedure
• Monitor safety check calls and respond appropriately
• Assists with local office calls during normal office hours and transfers calls to appropriate personnel.
• Assist with “Customer Connect Initiative”
• Keeps supervisor and manager informed of significant issues

QUALIFICATIONS:

• High School Diploma or equivalent
• One (1) or more years of Service Assurance Center Specialist experience
• Ability to navigate a web-based system and type while assisting callers
• Ability to work in a team environment as well as independently; ability to take initiative with minimal to no direct supervision
• Able to work in a fast-paced environment and multi-task with accuracy
• Excellent customer relations and phone etiquette skills; proficient oral and written communication skills

PREFERRED QUALIFICATIONS:

• Senior Service Assurance Center Specialist experience
• Knowledge of AUS field operations
• Prior call center experience
• Scheduling experience

BENEFITS:

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company’s 401(k)plan, subject to eligibility requirements
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.