Job Description

Job Description

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.

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