Emergency Operation Center Specialist
The Victoria s Secret Emergency Operations Center (EOC) is a 24/7 global crisis monitoring and reporting center that provides time-critical reporting and advisements on threats related to criminal activities, geo-political crises, weather-related emergencies, and natural disasters affecting our associates across the global enterprise in support of the Asset Protection vision of protecting people, product and property. The EOC Specialist is an individual contributor position within the Emergency Operations Center (EOC) response team. This individual answers enterprise asset protection and crisis related calls from associates and partners and coordinates appropriate actions per policy and procedures. This individual monitors external media and proprietary data systems for indications and warnings of enterprise, asset protection, and crisis related events. The Specialist reports all crisis related events to our field, store, home office partners. The EOC Specialist typically reports to the EOC Supervisor or Manager and has no direct reports. This opportunity would have a schedule with either 2nd or 3rd shift hours.
RESPONSIBILITIES:
- Demonstrates excellent customer service skills when answering calls from our field, store, or home office partners
- Responds to initial emergency issues and coordinates appropriate actions per policy related to all enterprise office locations and stores globally
- Effectively works under stress and defuses emotional situations while delivering instructions regarding associate safety
- Demonstrates expert written and verbal communication skills to accurately report incidents dealing with theft, safety, and other asset protection issues
- Monitors the security and safety for all associates, including those who travel internationally or work at our global office locations
- Monitors access control, burglar alarms, fire safety systems, and CCTV systems and coordinate issue resolution with the enterprise asset protection team
- Monitors internet, social media, news, and vendor media sources for global security issues, following protocol in case of an emergency situation
- Demonstrates expert written and verbal communication skills to accurately report incidents dealing with theft, safety, and other asset protection issues
- Performs other duties as may be assigned by the EOC leadership team
Qualifications
Exemplary customer service and active listening skills
- Strong decision making capability
- Ability to build rapport and foster relationships within a team-oriented environment
- Ability to handle multiple tasks simultaneously and maintain composure under pressure in a fast paced environment; including diffusing emotional situations and effectively delivering instructions regarding safety.
- Self-motivated, proactive approach in the application of EOC, Crisis Management, and Global Security practices
- Detailed, working knowledge of building security, fire, and safety systems
- Ability to work a flexible schedule including a combination of days, evenings, nights, and weekends totaling 40 hours per week with occasional overtime
- Excellent verbal and written communication skills
- Strong computer skills in Microsoft Office, Excel, and Powerpoint
EXPERIENCE PREFERRED:
- Relevant work experience, a college degree, or course work study related to international affairs, emergency management, or criminal justice
- Experience in a crisis management command center or call center equivalent
- Security/Safety or Retail Assets Protection experience
- Ability to fluently speak a second language a plus
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An equal opportunity employer, we do not discriminate in hiring or terms and conditions of employment because of an individual s race, color, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, marital status or any other protected category recognized by state, federal or local laws. We only hire individuals authorized for employment in the United States.