Job Description
Securitas Technology Corportation, Inc. (STC) is a division of Securitas AB, the largest protective services provider in the world with over 370,000+ Securitas Heroes across the world.
STC offers a full portfolio of video, access, intrusion, fire and integrated systems and services. As a leading systems integrator and alarm monitoring company, we deliver the STC Difference, serving countless long-term clients with solutions and services that protect their people, customers, and assets.
As a Real-Time Traffic Analyst, you will drive efficiency in operations using multiple data points, applications and business intelligence reporting. This person will monitor contact volume and staff for multiple queues in multiple departments ensuring staff availability and skill level to support the optimal utilization of resources. They will create short-term weekly plans and real-time skilling changes as needed. This person will communicate with front line leadership via chat, email, and phone for prompt resolution of issues identified in duties above. They will be responsible for the creation and distribution of reports including volumes, service levels and agent adherence.
Qualifications - High School or GED equivalent required
- Ability to work from home on a reliable internet connection of your own
- The ability to effectively monitor inbound call and alarm volume, analyze data and make recommendations for planning purposes.
- Good communication skills (both verbal and written), and strong interpersonal skills are required to perform the functions as described.
- Candidates must also be able to work well in a team environment to accomplish common goals. The ability to work well with people of diverse backgrounds and at all organizational levels is also required. A strong customer service orientation is essential.
- Analytical skills are required as is the ability to review issues, evaluate conditions and employ independent judgment and discretion to determine the best way to move forward.
- A strong attention to detail and the ability to remain highly organized and focused is necessary
- Excellent planning and organizational skills are required. The ability to plan and manage one’s own time, while working on multiple tasks and projects is critical.
- The drive to succeed and passion for learning new things
- Ability to work weekend shifts and holidays.
Experience In Below Areas Is a Plus - Call Center Metrics
- Workforce Management Applications
- Advanced Excel including formulas
- Phones software such as NICE, Avaya, etc.
Securitas Offers Comprehensive Benefits Including - Alarm Monitoring Operator Pay Progression Program
- Opportunity for annual merit pay increases
- Paid company training
- Medical, Dental, Vision, and Life Insurance
- Company Paid Short Term and Long-Term Disability
- 401K with 60% Match up to 6% of salary
- Paid vacation, holiday and sick time
- Educational Assistance
- Exceptional growth opportunities
- Wide variety of employee discounts on travel, equipment, and more!
We are a nationwide provider of security solutions, and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.
Job Tags
Holiday work, Temporary work, Shift work, Weekend work,