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Form of workJob Description
About Sibylline
Sibylline is a leading intelligence and strategic risk consultancy in the security sector. Since 2010 we have supported businesses, governments and NGOs through the provision of high-quality risk analysis, due diligence and consultancy services. The firm provides an innovative, entrepreneurial and fast-growing working environment, offering employees ever greater exposure to high profile clients and challenges. Sibylline offers fantastic opportunities for career progression within a successful company, and we aim to help our employees to build their own personal profiles as well-regarded analysts within the broader industry.
Key attributes of Sibylline employees are:
- Self-motivated, and auto-improving individuals who can couple initiative and boldness with good judgement
- Excellent written and spoken English
- Clarity of thought and analytical flair
- Strong, demonstrable interest in security and intelligence
- The ability to work under pressure, demonstrate leadership when required but also be able to collaborate effectively in teams
- Excellent attention to detail
Our Benefits include:
- Medical/Dental/Vision
- Long Term/Short Term Disability
- Basic Life and AD&D Insurance
- 401(k) up to 5% matching
- PTO: 10 days accrued per year and 4 personal days each year
- Sick: 5 sick days front loaded every year
About the Role
The Support Supervisor oversees a team of operators and leads who are responsible for access control, customer service and incident management. Supervisors ensure that all operations are conducted in line with established policy and procedure and meet the client’s standards. This position is under the direction of the Operations Manager.
Duties and Responsibilities Essential Functions
- Remain trained in, and available support the following functions
- Draft and send Stakeholder notifications
- Triage and manage incidents that cause business disruptions
- Respond to escalated customer service issues in a timely manner
- Receive shift pass down information, and conduct shift briefings to provide updates, assignments, training, and contractual compliance
- Represent the GSOC in incident response meetings with stakeholders
- Develop and mentor Operators through coaching, providing feedback, and managing conflict
- Facilitate “tabletop” exercises on-shift for continuous Operator training
- Collaborate with multiple departments to propose and implement solutions to customer challenges
- Is responsible for time and labor administration, checks time cards, deconflicts and approves PTO, audits overtime, and communicates and issues/concerns to HR, to include issues flagged over the weekends.
- Track all required training activities, ensure operators complete both Sibylline and client training in a timely fashion, provide follow-up and document non[1]compliance and plans for remediation.
- Works with Operations Manager to identify process and quality improvements
- Assess service statistics and prepare detailed reports on findings – including acting as the lead on deep-dives to produce timelines and findings on operational misses to share back with Ops Managers.
- Provide organizational and personnel performance management
- This person will work Monday-Friday, 10am-6pm, and may be required to adjust their schedule to support other shifts during planned absences with adequate notice.
Skills, Experience and Qualifications Minimum
- Bachelor’s Degree in Criminology, Political Science, Business Management, Communications, Sociology, related degree or other relevant experience
- Experience managing or leading a team of five or more employees
- Excellent written and verbal communication skills
- Experience in conducting research/analysis
- Ability to multitask in a fast paced, at times stressed work environment
- A dependable team player with business maturity, enthusiasm and a positive attitude
- Comfortable with high-tech work environment and constant learning of new tools and innovations
- Self-motivated, curious, and knowledgeable pertaining to news and current events
- Strong analytical skills that is process oriented with the understanding of the importance that people drive the best customer experience Preferred
- Knowledge of security systems for access control and alarm monitoring
Additional Information
Next Steps
Successful candidates will be invited to complete a writing assessment (at an arranged time to suit you) to test writing and analytical ability, followed by a set of psychometric tests. Shortlisted applicants will then be invited to a final panel interview. In the current environment, our interviews will be conducted virtually.
The remuneration for this role is negotiable for the right candidate, dependent on qualifications, aptitude and experience.
Sibylline is committed to the recruitment and selection of candidates without regard for sexual orientation, gender, ethnicity, age, political beliefs, culture and lifestyle. The firm is committed to fostering a business culture that reflects these values and promotes equal opportunity.
