97 applicants

Company

Allied Universal · 3 days ago

Director of Operations

United States

Full-time

Remote

Director/Executive

$78K/yr - $94K/yr

5+ years exp

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Cyber SecurityInformation Technology

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Responsibilities

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.

Qualification

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Professional-level security managementEmergency security operationsMicrosoft applicationsHigh volume service team managementCriminal Justice degreeSmartsheets proficiencyCustomer service orientationMathematical concepts knowledge

Required

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