Who We Are: Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.
JOB MISSION: This working supervisor position is responsible for overseeing security activities and day to day LP operations for the New Balance Global Operations Center (GSOC) under the general direction of the Loss Prevention Operations Manager. This position is based at the New Balance Headquarters. They will be responsible for leading and training a dedicated staff in receiving and processing incoming calls, along with monitoring, dispatching, and documenting security alarms. This position supports all NB departments.
MAJOR ACCOUNTABILITIES: - Oversee GSOC Operators for a 24/7 operation.
- Oversees work in a 24/7 environment monitoring various information systems, CCTV feeds, and alarm systems
- Assists in the development and/or revision of operation center processes, protocols, and systems. Works with Loss Prevention Operations Manager to identify process and quality improvements.
- Provides back-up support, and on-call function as-needed to mitigate any scheduling conflicts. The GSOC supervisor is responsible for scheduling operator shifts and any shift coverage.
- Communicate security issues or emergency situations by escalating information to department leadership, local law enforcement, emergency services, such as EMT, Fire Departments, etc.
- Directly assists in developing the capabilities of the GSOC. Supervise the maintenance and deployment of a GSOC knowledge management dashboard (ex. SharePoint site or another tool).
- Serves as final approver for mass notifications/critical incident communications.
- Conducts shift briefings to provide all updates, assignments, training, and ensuring operational continuity.
- Ensures Loss Prevention Officers respond to all emergencies: medical, fire, hazardous materials, natural disasters, and accidents. Provides information and tactical recommendations to leadership during incidents.
- Evaluates and processes information received from all available sources, and respond with appropriate communication, analytic reporting, and incident response procedures
- Delivers timely metrics on performance, output, outcomes, and impact.
- Ensures proper management of situations of a sensitive nature and maintain company's confidentiality and information security practices (personnel issues, investigations, public relations incidents, emergency personnel contact information, etc.)
- Manages the schedule of a 24x7x365 call center
- Provides training, support, and supervision of assigned personnel in the GSOC
- Provides administrative support to include payroll duties, personnel tracking, scheduling, training, etc.
- Supports other duties as assigned.
REQUIREMENTS FOR SUCCESS - Minimum of 5 -7 years security experience, preferably in a control center setting, plus three years of supervisory experience required.
- Training in security and safety aspects of industrial required.
- Must be proficient in a variety of Loss Prevention (Security and Fire Protection) regulations.
- Requires excellent communication skills.
- Familiar with CCTV, Access Control, and alarm equipment.
- Must have PC experience with extensive knowledge of Word and Excel. Some knowledge of CAD helpful.
- Valid driver's license.
- Will be on call 24/7 via cell phone and will be a member of the Emergency Response Team.
- Experience providing excellent customer service while handling a high volume of customer calls for service
- Pre-hire criminal records check and background investigation will be conducted.
Regular Associate Benefits Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks - opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs - that encourage our associates to grow personally as they develop professionally. You'll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword - it's part of our culture.
Temporary associates are provided three options for medical insurance as well as dental and vision insurance and an associate discount. Part time associates are provided 401k, short term disability, a yearly $300 lifestyle reimbursement and an associate discount. Flexible Work Schedule For decades we have fostered a unique culture founded on our values with a particular focus on in-person teamwork and collaboration. Our North American hybrid model encourages rich in-person experiences, showcasing our commitment to teamwork and connection, while maintaining flexibility for associates. New Balance Associates currently work in office three days per week (Tuesday, Wednesday, and Thursday). Our offices are fully open, and amenities are available across our North American office locations. To continue our focus on hybrid work we have introduced "Work from Anywhere" (WFA) for four weeks per calendar year. This model will help us enhance our culture while continuing to maintain elements of flexibility.
Equal Opportunity Employer New Balance provides equal opportunities for all current and prospective associates and takes affirmative action to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veteran, recently separated veteran, qualified disabled veteran or other protected veteran.