Manager of Dispatch Support

Job Description

Company:Protos Security

Title: Manager, Dispatch Support

Location: Roanoke, VA

Position Overview & Responsibilities

The Dispatch Support Manager provides logistical support regarding administrative and personnel functions of the Dispatch department, and extends managerial accountability outside of normal office hours. Using evidence-based methods, the Dispatch Support Manager makes recommendations to help drive change within Dispatch Operations. Together with other managers in the department, the Dispatch Support Manager serves as an advisor, mentor and critical problem solver for all supervisors, leads, and dispatchers.

This position will be based in the Roanoke Service Center and will report directly to the Director of Dispatch Operations.

The Dispatch Support Manager’s core responsibilities will include the following:

• Carry out all functions, duties, or tasks in an honest, ethical, and professional manner, in conformance with applicable company policies and procedures.
• Directly supervise evening supervisors and leads, with emphasis on guidance and mentorship into leadership.
• Oversee timekeeping and PTO requests.
• Proactively review Dispatch practices and KPI’s, and implement corrective actions or coaching as needed, in a timely manner.
• Partner with Dispatch Manager in the supervision of all Dispatch Operations, expanding management presence into 2nd and 3rd shifts.
• Make recommendations to Dispatch Operations Management and VP of Guarding Operations for changes in policy, procedure, and training material.
• Conduct performance reviews, disciplinary actions, and aid in investigations.
• Maintain knowledge of Dispatch affairs and serve as an advisor to the Dispatch Manager and Director of Dispatch Operations.
• Aid in working Dispatch tasks as necessary, and fill in for critical staff when other coverage is not available.
• If the Dispatch Manager is not available, interview prospective employees and extend / withhold offers, as appropriate.
• Assist in maintaining Dispatch administrative records.
• Additional duties as directed by management.

Education, Skills and Experience

• At least three years of significant leadership experience required, preferably in a dispatch, call center, or equivalent environment.
• Excellent written and verbal communication skills.
• Strong conflict resolution and de-escalation skills.
• Advanced knowledge of basic office applications and ability to learn new proprietary software.
• Strong data-analysis and problem-solving skills.
• Strong collaboration and leadership skills.
• Process driven, detail oriented, and highly organized.
• Excellent time management skills, and ability to multi-task and prioritize work.

Travel

Overnight travel, while not often, may be required. Travel is expected to be less than 5%.

Position Type: Full-time, Exempt

Function: Operations

Compensation

Compensation includes base salary and a discretionary, performance based year-end bonus. The Company offers a competitive benefits package including medical, dental, vision, disability, 401(k), PTO, etc.

Relocation

No relocation packages or reimbursements are available for this position.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand; walk and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The atmosphere is consistent of a professional office setting with normal to busy support center activity. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Protos Security (Single Source Security, LLC) is an equal opportunity employer and encourages all qualified candidates to apply.