Control Tower Analyst

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Job Summary:

The Control Tower Analyst, assigned to one of Pinkerton's largest global clients, will be a part of a diverse team within the centralized hub of prototype supply chain support. The Analyst will track shipments to ensure safe arrivals, conduct risk assessments to identify process improvements, provide data to support root cause analysis, and proactively communicate solutions for supply chain security issues or potential delays. This role exists within a customer-centric environment with an emphasis on innovation, quality, and productivity.

Essential Functions:

1. Represent Pinkerton's core values of integrity, vigilance, and excellence.
2. Tackle intriguing customer service issues and build highly scalable services.
3. Partner extensively with the product teams to identify process improvement opportunities and propose the best service strategy through liaising with the Supply Chain Security (SCS) team.
4. Support identification of supply chain up and down-stream problems, such as risk events, and report the issues before becoming threats.
5. Track shipments from origin to destination and ensure receipt.
6. Identify opportunities to innovate and simplify shipping processes, conduct risk assessments, and loss measurements.
7. Possess real time knowledge of operating status of different shippers/transportation vendors.
8. Predict and detect delays/deviations from the expected/preferred logistics plan.
9. Understand contextual information for developing/enabling shipping plan adjustments.
10. Alert stakeholders when events happen that modify a shipment's plan and/or compromises the security (safety and secrecy) of devices.
11. Provides data to support root cause analysis to understand supply chain risk data and relevant service delivery opportunities.
12. Produces operational clarity by combing data and anecdotes and continually form and test hypothesis to validate data.
13. Operates a risk monitoring dashboard to create a culture of continuous improvement within a customer business unit.
14. Use real-world use cases to audit/develop program documents.
15. Complete and maintain acceptable performance metrics including; quality, productivity, and first contact resolution.
16. Generate daily, weekly, monthly, and annual reports/metrics, as required.
17. Foster customer-centric environment which focuses on quality, productivity, and scalability of services.
18. All other duties, as assigned.

Education, Experience, and Certifications:

Associate or Bachelor degree with multi-year experience within a high volume/intensity call center, security operations center and/or crisis management/response center. Tactical understanding of geo-intelligence disciplines, risk analysis, Lean/Six Sigma principles, and/or GPS tracking is a plus as is shipping support knowledge/risk mitigation of confidential sensitive materials in a global multimodal environment. An equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company, is alternatively acceptable. Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives.

Competencies:

• Able to effectively communicate ideas with influence across the organization.
• Advanced report writing skills.
• Positive and professional demeanor.
• Effectively manage highly sensitive information.
• Willingness to volunteer and assist, as needed.
• Effective reasoning and complex data interpretation skills.
• Able to manage ambiguity while proactively problem solving.
• Positive team player that models mindfulness and inclusivity.
• Sound judgement regarding the escalation of issues requiring senior-level management support and response.
• Confident while performing within high-intensity, dynamic situations.
• Able to adjust to competing priorities and reprioritize according to situation or client expectations.
• Strong client orientation and results driven.
• Able to forge relationships across multi-functional teams and stakeholders.
• Computer skills; Microsoft Office and other client-based programs.

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;

• Regular computer usage.
• Occasional reaching and lifting of small objects and operating office equipment.
• Able to work off-hours, weekends, or alternate hours in order to support 24/7/365 global business needs.

Employment Type: Full Time