CAS Alarm Shift Supervisor

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.Second shift: 3:00pm - 11:30pm EST

Onsite: 200 Highland Corp, Cumberland, RI

Weekend availability: On call rotation requiredPosition Summary

This individual has overall responsibility for monitoring operations during their shift to ensure uninterrupted, consistent, and superior service for the CVS Enterprise. This individual also has overall responsibility of the development and maintenance of their shift and team. This individual is the main point of contact during their shift and manage to all incoming emails to ensure accurate and precise responses.

• Delegate tasks to operators as needed.
• Monitor the team's performance by performing quarterly Matrix evaluations with each coordinator on their team.
• Trains and Develop Alarm Coordinators on various functions of the Central Alarm Station.
• Assist in the process of hiring new coordinators on their team.
• Assist the team by performing tasks with them.
• Generate alarm related reports for distribution to Asset Protection and field leadership.
• Generate monitoring and phone statistical reports of their team.
• Project management - new/relo Stores, account/data maintenance, field alignment entry
• Identify, document, and report alarm maintenance issues to the appropriate personnel.
• Log and Notify Sr Analyst and Manager of staff attendance, daily statistics, PTO, sick time, etc.
• Prepare and analyze quarterly reports/results; identify areas of improvement and present to managers.
• Assist in the preparation and execution of Performance Improvement Plans; counsel operators as needed.
• Handle complaints from both CAS coordinators and field employees
• Report to Senior Management when required.
• 10% Travel required.
• Creates plan to monitor video surveillance for extraordinary circumstances.
• Partner and corroborate with federal and state government agencies (DEA, FDA, FBI, Board of Pharmacy) to ensure compliance of security alarm systems and frequent communications for active investigations of organized retail crime.
• Responds to inbound security alarm events by calling/dispatching appropriate authorities and following written instructions for specific events.
• Communicates with store personnel and local authorities with security related issues.
• Maintains accurate alarm contacts for registered premises.
• Maintaining alarm processing database. (Call list updates, code assignments, site information adjustments, and new account entry.)
• Remotely accesses alarm systems and makes program changes as needed.
• Performs system backups and system maintenance as instructed.
• Works alongside CAS Manager to deliver superior security services to CVS Health business units and provide a climate of support and motivation for the operation center staff.

• 2-3 years emergency dispatch or command center experience preferred.
• 1-2 years' experience in a supervisory role with direct reports
• 2-3 years general understanding of intrusion/fire systems, CCTV systems, their components and communication pathways.
• 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, 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.
• Ability to effectively interact with management and local emergency response authorities.
• Demonstrated ability to work with a high degree of accuracy and attention to detail.
• Demonstrated ability to maintain information in the strictest confidence.

• 4-5 years emergency dispatch or command center experience preferred.
• 2-3 years' experience in a supervisory role with direct reports
• 3-5 years general understanding of intrusion/fire systems, CCTV systems, their components and communication pathways.
• Must be proficient and fully functional in Microsoft Office applications and able to effectively utilize all available office management technology.
• The Monitoring Association / CSAA Level I & II certification a plus

• 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.