Operations Specialist

Summary

Shift: 1:00am-9:00am OVERNIGHT, days TBD

$22/hr

The Operations Specialist is responsible for execution of the BCC’s three Key Tasks:

1. Operational Support for the Field
2. Remote Overwatch
3. Accountability for the Client

Your primary responsibilities are Operational Support for the Field and Remote Overwatch. Your secondary duties include assisting the BCC Manager in maintaining Accountability for the Client. 

Successful Operations Specialists are experts in leveraging our technology to ensure the Field can execute their duties in service delivery. They have keen attention to detail, excellent interpersonal skills, excellent multi-tasking capabilities, and understand how to follow Standard Operating Procedures.

Key Responsibilities

OPERATIONAL SUPPORT FOR THE FIELD:

• Provide contact information or direct transfer to HQ Departments (HR, IT, Logistics, Finance, EOC) if the Field needs assistance.
• Execute Incident Triage and Response for all Field Personnel (Low, Medium, High Incidents, Emergency Support Requests, etc.) (Quiver / TrackTik / Securitime)
• Provide Technical Application support to individual Officers or Field Leadership (Track Tik, WinTeam, Ehub, LMS, Monarch)
• Execute Hasty Schedule Adjustments for Field Supervisors when no Field Operations Manager or District Manager is on shift.

REMOTE SUPERVISION:

• Execute Remote Overwatch Reports (ROR) and BCC Video Checks to ensure Officers are properly executing post orders (Tableau, WinTeam, MetTel, TrackTik)
• Track, manage, and action alerts from our Officer Accountability Protocol (Track Tik)
• Track, manage, and action alerts from our Fleet Telematics Program (MetTel)
• Identifying and Alerting Field Leadership on Inaccurate Schedules or No Call / No Shows through the Escalation Protocols (WinTeam Post Watch and Quiver)
• Execute BCC Video Checks to ensure Officers are at Walmart Locations when they’re clocked in to avoid False Clock-Ins. Fill out BCC Video Checks on Track Tik to establish metrics.

 ACCOUNTABILITY FOR CLIENT:

• Assist BCC Managers in weekly audits by confirming open shifts, adjusted shifts, and incorrect hours (WinTeam) 

Systems used

•  WinTeam / Ehub
  • Provide Technical Support to Field Personnel to enable proper use of application.
  • Ensure Officers are executing proper Clock Ins via Post Watch (eHub and Track Tik API)
  • Provide proper escalation via phone and Shift Infraction Alerts to Field Leadership when Clock In issues are identified
  • Assist Local Leadership with preemptive Hasty Schedule adjustments if needed 

• Track-Tik / QUIVER
• • Provide Technical Support to Field Personnel to enable proper use of application.
  • Ensure proper Triage, Analysis, and Close Out of all Incident Reports
  • Ensure Officers are executing proper NFC Scans through Lone Officer Alerts
  • Ensure Officers are maintaining site integrity through GeoFence Breach Alerts 

• MetTel (Intellihub) / QUIVER
• • Ensure Parking Lot Patrols are executing proper post orders (Sites with Vehicles)
  • Ensure we are tracking and actioning all Vehicle Engine Off, Idling, and Geofence Breach Alerts
  • Ensure all equipment is working on Vehicle: GPS Device, Cameras, Lightbars, Alerts
  • Ensure Officer is in proper Uniform and following Protocols
  • Ensure vehicle is clean and serviceable
  • Provide Technical Support to Field Personnel to enable proper use of mobile application (Monarch). 

• Emkay 360
• • Provide Technical Support to Field Personnel to enable proper use of application.
  • Ensure Officers are executing a Vehicle Inspection Report for all PLP shifts
  • Ensure Officers are requesting / reporting vehicle maintenance issues
  • Ensure you are maintaining situational awareness of active rentals within the Regions.
  • Ensure you are alerting the Field to any overdue vehicle maintenance or rental returns. 

• Brosnan Samsung Phones
• • Execute BCC Video Checks to ensure there are no False Clock Ins utilizing standard Samsung Video Chat Function.

Qualifications

• MS Office Proficient - Outlook, PowerPoint, Excel, Teams
• Proven Customer Service Skills/Experience
• Tech Savvy
• Detail Oriented/Organized
• Reliable Transportation (this position is ON-SITE FULL-TIME)
• Weekends/Holidays as needed