Gsoc Supervisor

This is a Full Time Job

GSOC Supervisor

The GSOC Supervisor oversees all duties and responsibilities of their assigned shift(s) while ensuring quality control for customer service, production, and output for 24x7x365 operation in conjunction with GSOC Management. This person assures that all GSOC positions are staffed with qualified personnel and implements security procedures to ensure all control procedures are met. The position is under the direction of the GSOC Manager.

Responsibilities:

• Developing and executing training for the GSOC operators in all control room functions and conducting training exercises with the field leaders. The GSOC supervisor will ensure that operators are successfully meeting training requirements and performance standards.
• Assisting the company with the development and/or revision of operation center processes, protocols, and systems. Works with GSOC 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.
• Oversees quality control and oversight for all production, support, and staffing functions in conjunction with the GSOC Manager.
• In addition to supervising their shift, the GSOC Supervisor also performs the duties of an operator on the night shift. These duties include but are not limited to, taking and dispatching calls, managing emergencies on or off lot, producing incident alerts/tactical briefings on incidents impacting SPE assets globally.
• Directly assists in developing and maturing 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/communications.
• Receiving shift pass down and conducting shift briefings to provide all updates, assignments, training, and ensuring operational continuity.
• Ensuring that field personnel respond to all emergencies: medical, fire, hazardous materials, natural disasters, and accidents. Provides information and tactical recommendations to leadership during incidents.
• Delivers timely metrics on performance, output, outcomes, and impact.
• Supports other duties as assigned.

Requirements:
• A Bachelor's Degree in Information Technology, International Affairs, Business, Emergency Management, Political Science, Criminal Justice, or related field is preferred but not required.
• Must be able to communicate efficiently with all levels of the company
• Skilled at conflict resolution
• 3-5 years of experience in a security function, preferably in a control center setting
• 1 year of experience as a shift lead or supervisor role
• Computer proficient
• Experience using Microsoft Office, CCTV software
• Able to type WPM 40+
• Experience providing excellent customer service while handling a high volume of customer calls for service

The anticipated base salary for this position is $73,100-$96,900. This role may also qualify for annual incentive and/or comprehensive benefits. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location of the position.

*Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity, or other protected characteristics.

USA - Culver City - Studio Lot - Stewart Bldg