Agent - Portfolio Operations Center
JLL - Minnetonka, MN
Position Summary:
OVERVIEW
The Portfolio Operations Center (POC) Agent will be assigned to the UnitedHealth Group account in support of its client, and will be responsible for executing enterprise security and fulfilling facility requests during their specific shift. The POC Agent requires a high level of customer service, creative problem solving ability, quick decision making, and the capacity to perform under stressful circumstances in order to consistently uphold site security, facility management support, and crisis event management.
This position reports to the POC Team Leader. The incumbent will receive training on state-of-the-art physical security software which will result in software navigation, data analysis and resolute execution of POC procedures.
ACCOUNTABILITIES
This is a dynamic position that will require the successful candidate to:
- Make logical decisions with minimal supervision and consultation.
- Write clearly and communicate effectively with internal and external agencies.
- Effectively manage workload; including workload assigned from the POC Team Leader, work in the passdown log from pervious shifts and assignments from the POC leadership team – often times under stressful conditions.
- Meet the initial training objectives and continuous improvement requirements for your position.
- Meet or exceed deadlines.
- Drive performance to achieve successful results.
- Interact with a broad range of personnel (including executives)
- Have the ability to take and provide instruction – at times under stressful conditions.
- Embrace and expand a positive team environment.
- Learn and engage security, customer service and computer skills.
ESSENTIAL FUNCTIONS
- Monitor and conduct operations within a 24x7x365 Global Portfolio Operations Center.
- Ability to prioritize and work independently.
- Perform proactive security protocol status checks as part of normal surveillance activities.
- Collection of work orders supporting building break/fix and security system hardware.
- Conduct risk mitigation by correctly synthesizing data and information and arriving at a resolute outcome.
- Perform tracking and management of incidents to resolution in accordance with POC procedures.
- Familiarity with various security monitoring systems (access control, CCTV, intrusion detection, etc.) and 3rd party monitoring services.
- Adhere to weekly performance metrics and scorecard reporting.
- Proactively identify and participate in continuous improvement initiatives and activities with POC operations.
- Assist in the creation and subsequent updates of POC Standard Operating Procedures.
- Partner with the leadership team on key projects. Help to execute priorities and drive results within the department.
- Manage the execution of tasks as assigned by the POC Team Leader.
- Ensure that the shift passdown log is completed in accordance with established policy.
- Perform proactive security protocol status checks as part of normal surveillance activities and supervise the same. This includes but not limited to validating camera status to ensure systems are operational across the portfolio, communicate with Facility Managers what work orders are going to expire on their facilities in the upcoming days, etc.
- Track and manage incidents to resolution in accordance with POC procedures. This includes ensuring that all bridge calls, alerts, incidents and emergencies are attended to and documented in accordance with established procedures.
EDUCATION AND EXPERIENCE
- High School diploma or GED required
- Bachelor’s degree, preferred
- Distinctive customer service and/or security experience
KNOWLEDGE, SKILLS, AND ABILITIES
- Knowledge of security access and monitoring systems.
- Effective communication skills
- Desire to work in a fast-paced, technology focused operations center
- Demonstrated ability to execute under stressful conditions
- Functional knowledge of security principles
- Demonstrated ability to provide daily direction to personnel.
- Proficiency in Microsoft Office
HOURS
- Ability to work various shifts (including overnights)
Start a lasting career with JLL today!
Total Rewards reflects JLL’s investment in employees’ needs and preferences in Career, Recognition, Well-being, Benefits and Pay. We offer a competitive salary and benefits package. To be considered, please visit our Web site at www.us.am.joneslanglasalle.com/UnitedStates/EN-US/Pages/Careers.aspx to apply online. All resumes MUST BE submitted via our web site. Please reference Job 55978BR
#LI
Posted: 30+ days ago
