Director of Dispatch Operations
Protos Security, LLC
2.0 out of 5
Daleville, VA 24083
Full-time
Protos Security, LLC
30 reviews
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Job type • Full-time
Location Daleville, VA 24083
Benefits
Pulled from the full job description
• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
Full job description
Job Description
Company: Protos Security
Title: Director of Dispatch Operations
Location: Daleville, VA
THE COMPANY
Protos Security (“Protos” or the “Company”) is the largest technology-enabled Security Officer and Off- Duty Law Enforcement Management company in the U.S. Protos offers its clients a customized and integrated approach to managing security officer and off-duty programs, video monitoring solutions, and video equipment services through over 4,000 vendors and agencies, comprising the industry’s largest network of screened and vetted security officers and off-duty law enforcement, combined with state-of- the-art technology and data analytics. Protos delivers holistic security risk mitigation services to Fortune 500 clients throughout North America, Puerto Rico, and the Caribbean.
Protos was the first, and remains the only, security management company to provide clients with uniformity in timekeeping, incident reporting and useful data analytics that are accessible 24/7 through its proprietary platform. When coupled with a dedicated Client Account Manager, Protos provides a full suite of security solutions that (i) reduces the client’s administrative burden, (ii) improves the quality of service through a flexible, deep vendor network, (iii) enables clients to gain actionable insights/analytics on performance, and (iv) yields superior customer service when compared to other national competitors.
Protos has experienced significant growth in recent years, both organically and through acquisitions. Although Protos was originally established in 2006, the companies’ combined under the Protos umbrella have been in business for more than 70 years and the enterprise is built on an exceptionally strong financial foundation with a long history of operational excellence. Through its parent company Security Services Holdings LLC, Protos has been majority owned since February 2019 by Southfield Capital, a Greenwich, CT based private equity investment firm. Southfield Capital has added significant financial strength, corporate governance, as well as both strategic and acquisition support.
For more information, please visit: https://protossecurity.com/ and https://www.southfieldcapital.com/
THE POSITION
Position Overview & Responsibilities
Protos Security is seeking a creative and dynamic Director, Dispatch Operations to join our Virginia team. The Director will be responsible for leading and driving quality metrics, efficiencies, and operational excellence throughout the Call Center Operations Department. This role requires an experienced leader with a passion for quality performance and unparalleled standards of excellence. The Director of Dispatch Operations will be based in the Daleville Service Center and will report directly to the Vice President of Guarding Operations.
Quality Operations Responsibilities:
• All functions, duties or tasks are to be carried out in an honest, ethical, and professional manner, and to be performed in conformance with applicable company policies and procedures.
• Drive a culture of creative, quality improving innovation that enhances collaboration and knowledge sharing among team members.
• Implement data driven metrics to track progress and performance, enabling data- driven decision-making.
• Establish and maintain performance standards for dispatch department employees.
• Supports Sales, Service, Development, Quality, and Operations management through collaboration and coordination to meet all commitments on time and within resource limitations.
• Encourage team members including managers, supervisors, team leads, and others within the call center to the highest standards of excellence.
• Establish and maintain cross-functional communication to assist the call center department with supplier selection and customer issue resolution.
• Ensure staffing levels are appropriate to operational responsibilities and efficiencies.
• Analze weekly operational reporting and implement corrective strategy.
• Establish and maintain performance standards for dispatch department employees
• Additional duties as directed by management.
Education, Skills and Experience
• Bachelor’s degree in business management, data, IT, or related field.
• 5 years experience in a call center or like environment. Demonstrated success in process efficiencies, and data-driven management.
• Demonstrated track record of successfully leading a department through a call center-like environment in a leadership role.
• Exceptional leadership and team management skills, with the ability to inspire and motivate teams to achieve outstanding results.
• Methodical and systematic approach to work and the ability to apply logic to processes.
• Strong Microsoft Office (Excel, Word, Outlook) knowledge and ability to use Excel to provide reporting in various forms. Proficiency in data validation/sorting, and formulas.
• Strong analytical and problem-solving skills.
• Process driven, detail oriented and highly organized.
• Excellent written and verbal communication skills.
• Critical thinking skills.
Travel
Travel may be required. Travel is expected to be less than 20%.
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. Protos Security is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Job Description
Company: Protos Security
Title: Director of Dispatch Operations
Location: Daleville, VA
THE COMPANY
Protos Security (“Protos” or the “Company”) is the largest technology-enabled Security Officer and Off- Duty Law Enforcement Management company in the U.S. Protos offers its clients a customized and integrated approach to managing security officer and off-duty programs, video monitoring solutions, and video equipment services through over 4,000 vendors and agencies, comprising the industry’s largest network of screened and vetted security officers and off-duty law enforcement, combined with state-of- the-art technology and data analytics. Protos delivers holistic security risk mitigation services to Fortune 500 clients throughout North America, Puerto Rico, and the Caribbean.
Protos was the first, and remains the only, security management company to provide clients with uniformity in timekeeping, incident reporting and useful data analytics that are accessible 24/7 through its proprietary platform. When coupled with a dedicated Client Account Manager, Protos provides a full suite of security solutions that (i) reduces the client’s administrative burden, (ii) improves the quality of service through a flexible, deep vendor network, (iii) enables clients to gain actionable insights/analytics on performance, and (iv) yields superior customer service when compared to other national competitors.
Protos has experienced significant growth in recent years, both organically and through acquisitions. Although Protos was originally established in 2006, the companies’ combined under the Protos umbrella have been in business for more than 70 years and the enterprise is built on an exceptionally strong financial foundation with a long history of operational excellence. Through its parent company Security Services Holdings LLC, Protos has been majority owned since February 2019 by Southfield Capital, a Greenwich, CT based private equity investment firm. Southfield Capital has added significant financial strength, corporate governance, as well as both strategic and acquisition support.
For more information, please visit: https://protossecurity.com/ and https://www.southfieldcapital.com/
THE POSITION
Position Overview & Responsibilities
Protos Security is seeking a creative and dynamic Director, Dispatch Operations to join our Virginia team. The Director will be responsible for leading and driving quality metrics, efficiencies, and operational excellence throughout the Call Center Operations Department. This role requires an experienced leader with a passion for quality performance and unparalleled standards of excellence. The Director of Dispatch Operations will be based in the Daleville Service Center and will report directly to the Vice President of Guarding Operations.
Quality Operations Responsibilities:
• All functions, duties or tasks are to be carried out in an honest, ethical, and professional manner, and to be performed in conformance with applicable company policies and procedures.
• Drive a culture of creative, quality improving innovation that enhances collaboration and knowledge sharing among team members.
• Implement data driven metrics to track progress and performance, enabling data- driven decision-making.
• Establish and maintain performance standards for dispatch department employees.
• Supports Sales, Service, Development, Quality, and Operations management through collaboration and coordination to meet all commitments on time and within resource limitations.
• Encourage team members including managers, supervisors, team leads, and others within the call center to the highest standards of excellence.
• Establish and maintain cross-functional communication to assist the call center department with supplier selection and customer issue resolution.
• Ensure staffing levels are appropriate to operational responsibilities and efficiencies.
• Analze weekly operational reporting and implement corrective strategy.
• Establish and maintain performance standards for dispatch department employees
• Additional duties as directed by management.
Education, Skills and Experience
• Bachelor’s degree in business management, data, IT, or related field.
• 5 years experience in a call center or like environment. Demonstrated success in process efficiencies, and data-driven management.
• Demonstrated track record of successfully leading a department through a call center-like environment in a leadership role.
• Exceptional leadership and team management skills, with the ability to inspire and motivate teams to achieve outstanding results.
• Methodical and systematic approach to work and the ability to apply logic to processes.
• Strong Microsoft Office (Excel, Word, Outlook) knowledge and ability to use Excel to provide reporting in various forms. Proficiency in data validation/sorting, and formulas.
• Strong analytical and problem-solving skills.
• Process driven, detail oriented and highly organized.
• Excellent written and verbal communication skills.
• Critical thinking skills.
Travel
Travel may be required. Travel is expected to be less than 20%.
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. Protos Security is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Protos Security, LLC