Lead Alarm Dispatch Coordinator

Security Operations Center Lead

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day. This person functions as a "lead" in the identification, tracking and dispatching of potential security events across the CVS Health enterprise. This person also performs various tasks in data entry and remote alarm management.

Responds to inbound security alarm events by calling / dispatching appropriate authorities and following written instructions for specific events. Monitors video surveillance for breaches in building security and responds by taking appropriate action as determined by written policies and procedures. Communicates with store personnel and local authorities with security related issues. Partner and corroborate with federal and state government agencies to ensure compliance of security alarm systems and frequent communications for active investigations of organized retail crime. Maintains accurate alarm contacts for registered premises. Maintaining alarm processing database. Remotely accesses alarm systems and makes program changes as needed. Performs system backups and system maintenance as instructed. Works alongside SOC Supervisors to deliver superior security services to CVS Health business units. Generates alarm related reports for distribution to Loss Prevention and Operations management. Identifies, documents and creates R&M tickets for end users in incident management tracking system. Trains Alarm Coordinators on various functions of SOC operations. Performs designated supervisory functions below but not limited to : Assist with any issues or questions all other alarm analysts may have. Clear and delegate weekend task list. Monitor department Mailbox for emergency emails. Setup guard service if needed. Setup surveillance projects for Asset Protection Leaders. Communicate with on call Supervisor. Communicate with on call Service Technician if necessary. Answer inside emergency phone line.

Must have the proven ability to : use logic and reasoning to reach conclusions and approaches to problems. Use judgment and decision-making skills to evaluate situations, establish priorities, and resolve matters. Think quickly. Work under stressful situations. Actively listen and communicate effectively through clear speech and hearing. Follow instructions. Write clearly and spell correctly. Establish priorities and pass on information as needed.

The hours for this position are Friday through Monday 1600-0245.

Required Qualifications

2+ years of emergency dispatch or command center leadership experience.

Preferred Qualifications

Ability to effectively train associates in a variety of functions. Proven ability to prioritize competing demands. Strong organizational skills to handle multiple tasks simultaneously with a minimum of supervision. Ability to effectively interact with management and local emergency response authorities. Previous experience with Bosch, DMP, Firelite, and Honeywell alarm panels. Outstanding verbal and written communication skills required with the ability to successfully interact at all levels of the organization while functioning as a team player. Demonstrated ability to work with a high degree of accuracy and attention to detail. Demonstrated ability to maintain information in the strictest confidence. Experience providing customer service, preferably over the telephone, with proven ability to be sensitive to each request and apply strict confidentiality. Familiarity with the Internet, including ability to quickly and easily navigate through search engines and websites. Must be proficient and fully functional in Microsoft Office applications and able to effectively utilize all available office management technology. CSAA Level I & II certification a plus.

Education

High School Diploma or GED. Associate's Degree preferred.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is $18.50 - $38.82. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.

Great Benefits for Great People

We take pride in our comprehensive and competitive mix of pay and benefits investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include : Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan. No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

We anticipate the application window for this opening will close on : 10 / 18 / 2025. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.