Director of Operations

• Manage a team of operators to ensure all client requests are secured and processed per standard protocol and meet the expectations
• Ensure client satisfaction and respond to any and all customer issues/concerns in a timely manner
• Report on the metrics of the ERC team to include fill times, fill rates, cancellations, work order accuracy, volume of requests and misses in coverage
• Maintain site coverage at all times
• track requests to ensure site coverage
• respond to emergency situations, call-offs, and absences to ensure that client sites have coverage
• act as call in center for remote posts
• Ensure that accurate timekeeping, payroll, and billing data is posted in automated payroll and billing system
• verify billing and payroll reports and ensure that responsible supervisors or managers correct discrepancies
• interface with accounts receivable and payroll departments to make corrections as necessary
• Hold margins at or above 23% and payroll/billing accuracy to 98% or better in accordance with company standards
• track and report margin and current payroll/billing accuracy to senior management on a weekly basis
• Maintain current knowledge of client contracts and requirements
• Provide phone and email monitoring for emergency security related services
• Oversee the dispatching of unarmed, armed and Law Enforcement officers throughout the country in emergency situations
• Review capabilities for regional and worldwide monitoring
• prepare and manage implementation of new technologies as needed
• Responsible for completing and maintaining documentation on requests from the beginning of the request from a client through the end of the process which includes providing pertinent information to our accounting staff for pay and bill purposes
• Coordinate scheduling changes with Operations Managers, Active Law Enforcement, and subcontractors
• serve as a liaison with clients and Operations Management, Active Law Enforcement, and subcontractors in resolving scheduling, training, billing, and payroll challenges
• Ensure that adequate operator staffing is in place to field all requests for service 365 days per year
• Coordinate the removal of subcontractors from posts based on client complaints, attendance problems or other performance issues
• advises management of any staffing problems that may arise
• On call 24/7 for staff and client support
• Performs tasks and duties of a similar nature and scope as required for assigned office

• Must possess one or more of the following: Bachelor's degree in Business, Criminal Justice, or related field of study
• Associate's degree in Business, Criminal Justice, or related field of study with a minimum of seven (7) years of professional-level security management experience
• High School diploma or equivalent with a minimum of ten (10) years of professional-level security management experience
• Minimum of five (5) years of professional-level security management experience
• Experience in management of high volume, multi-faceted service team
• Proficient in Microsoft applications (Outlook, Word, Excel, Power Point)
• Understanding of emergency security operations
• Demonstrated ability to take initiative, successfully handle and prioritize multiple competing assignments and effectively manage deadlines
• Ability to maintain professional composure when dealing with unusual circumstances
• ability to multitask with strong attention to detail
• Demonstrated knowledge of mathematical concepts including computation of rates, ratios, percentages, averages, and reconciliation
• Demonstration of strong customer service orientation required, with ability to effectively resolve client issues in a professional and service-focused manner
• Ability to understand and provide instructions in written, oral, diagrammatic, or schedule form
• ability to write logs and reports
• Planning, organizing, and leadership skills
• Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures

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• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company's 401(k)plan, subject to eligibility requirements
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly