Call Center Manager

Tarian specializes in managed security services in both physical and virtual high-risk environments – keeping the excitement out of security since 1967. We partner and serve with organizations in healthcare, aviation, schools, and other settings where safety and security are top of mind. With nearly 3,500 highly knowledgeable security and support staff, Tarian protects its partners and communities through healthcare technology management, integrated security services solutions, and an ingrained ability to assess and de-escalate situations in physical security. More information about Tarian can be found on our website.

POSITION SUMMARY:

This position supports Tarian at the national level by managing all activities of the Tarian Operations Center (TOC). The TOC manager leads a team of operators to support Tarian’s 24x7 operations and serves as a centralized resource that is capable of gathering, analyzing and disseminating information to key stakeholders, internal and external customers, related to Tarian operations.

This is a Call Center Manager/Dispatcher position. Technical experience required.

Compensation: $50k-$60k (Depends on experience)

· Leads and manages the TOC and team of operators and dispatchers to include directing their day-to-day operations, coaching and development.

· Responsible for security event monitoring, management and response.

· Ensures timely incident identification, assessment, quantification, reporting, communication, mitigation and monitoring.

· Produces analysis, reports, summaries, dashboards and other technical documents and provides case support and data analytics during the lifecycle for investigations and/or other analysis.

· Captures workload and system metrics, statistics and other data to accurately capture TOC activities and costs.

· Serves as a liaison and supports information sharing between Tarian security leaders and local, state and federal partners (as appropriate).

· Reviews and develops processes for continuous improvement and makes recommendations designed to strengthen the current security operations framework.

· Ensures that service level agreements are met; identifies and addresses any challenges that may prevent meeting any portions of the agreements.

· Creates, modifies, and updates policies, procedures, standards and guidelines for TOC operations and serves in a consultative and policy-setting role as related to management of TOC operations.

· Builds and maintains relationships necessary to promote, develop and disseminate actionable intelligence as well as manage real-time security activities.

· Manages Tarian customer alarm monitoring billing processes.

· Manages individual and team performance to consistently meet performance standards.

· Determines staffing requirements: guides recruiting, hiring, training, development, and retention of highly qualified team members.

· Maintains consistent quality control efforts by effectively resolving customer complaints and providing answers to questions.

· Assists in developing targeted objectives and effective security strategies aimed at mitigating risk, maintaining continuity of operations, safeguarding client organizations, and developing best solutions to meet client needs.

· Manages budgets and makes purchases in accordance to Tarian policies.

EDUCATION & EXPERIENCE

Minimum of 3-5 years of management experience.

· Strong leadership skills.

· Working knowledge and experience with standard computer programs such as MS Office and Adobe.

· Demonstrated ability to independently interpret and promote corporate policies and procedures

· Excellent analytical skills and reasoning abilities

Preferred:

· Bachelor’s degree, preferably in security management, information technology, homeland security, criminal justice or other closely related fields of study, plus 3 to 5 years of experience working within a security operations center or an equivalent combination of education and experience

· Conceptual and critical thinking skills and the ability to present ideas in a clear and compelling manner with attention to detail.

· Knowledge of and experience in security concepts and techniques, risk management, incident management, threat management.

Knowledge of:

· Policies and procedures.

· Demonstrated ability in basic computer skills such as Microsoft Office Word, Excel, and Outlook, or other job-related software.

Skill in:

· Writing routine reports and correspondence.

· Both verbal and written communication with a diverse population within and outside the organization.

Abilities to:

· Effectively communicate with all levels of the organization, including senior leadership, site leadership, and entry-level personnel.

· Provide excellent customer service skills and genuine desire to assist people and provide protection.

· Write detailed reports and correspondence.

· Manage multiple tasks simultaneously.

· Understand and carry our directions and instructions.

· Work and interact with a variety of people including, but not limited to, Tarian employees, client employees, patients, visitors, physicians, and the general public.

· Ability and sincere willingness to work with the team and direct reports and take a hands-on approach.

· Demonstrate consensus building and negotiation skills within an organizational climate of collegiality and diverse operational activities.

· Develop and manage successful business relationships with internal and external clients and prospective customers

· Perform duties with high degree of good judgment, discretion, and confidentiality

Physical Demands and Work Environment:

While performing the duties of this position, individual may be required to sit for extended periods using computer and telephone equipment in a typical office setting. May lift and carry up to 10 pounds. Will use normal range of vision, hearing, and speaking. Frequently engages in mental concentration, analysis, and formulation.

Our full-time positions offer role specific on-the-job training, career paths, and a full range of benefits:

• Medical, Dental, and Vision Insurance
• Supplemental Medical Reimbursement Plans
• We offer paid leave and paid time off in accordance with federal and state requirements.
• Paid Holidays - The schedule of paid holidays may vary by location.
• 401k Plan & Free Retirement Planning Consulting
• Short-term & Long-term Disability Income Protection Benefits
• Life Insurance for Teammate and Family
• Employee Assistance Program
• Perks Discount Programs with 3,000 free classes from yoga to financial wellness.
• Wellness Program
• Pet Insurance
• Identify Theft Protection Plan

Tarian will consider all qualified applicants without regard to race, color, religion, sex, national origin or any other status protected by law.

Salary : $50,000 - $60,000