Dispatch Manager

Job Description:

The Dispatch Manager is responsible for overseeing and coordinating the dispatch operations across multiple security guard companies. The role ensures uniformity, discipline, and accountability in dispatch operations to maintain high standards of service, effective communication, and operational efficiency. This position requires a strong leader capable of managing teams, handling incident reviews, ensuring compliance, and maintaining up-to-date data and communication protocols.

Key Responsibilities:
1. Operational Oversight: Oversee daily operations of the dispatch department, including scheduling, staffing, and resource allocation across Direct Guard Services, Pinnacle Security, Frontline Patrol, and Truguard Security Services.

2. Task Prioritization: Assign tasks to dispatchers based on urgency, location, and resource availability.

3. Uniform Dispatch Operations: Implement and maintain dispatch procedures tailored to each company's preferences, ensuring adherence to their specific SOPs to enhance communication and prevent confusion.

4. Team Supervision and Training: Oversee and train dispatchers on company-specific processes, conducting regular training to promote adherence to SOPs and addressing performance gaps.

5. Incident Review and Accountability: Lead incident reviews, including missed clock-ins, failure to monitor guards, incomplete reports, and ensure corrective actions within 24 hours, maintaining clear documentation for transparency.

6. Operational Efficiency: Ensure dispatchers have up-to-date client details, schedules, and directories, conducting regular audits and data updates to minimize errors.

7. Collaboration and Communication: Attend monthly stakeholder meetings, foster feedback via Google Chat, and facilitate open communication between dispatchers and stakeholders.

8. Compliance and Data Security: Maintain strict data confidentiality with secure access protocols and regular audits, ensuring compliance with security policies.

9. Client Satisfaction and Continuous Improvement: Implement strategies for improving dispatch operations and client relations, ensuring efficient service delivery and client collaboration.

10. Real-Time Monitoring: Monitor real-time activities to ensure prompt responses and act as the primary contact for dispatch-related inquiries.

11. Timesheet Management: Ensure all timesheets are accurate and approved by Monday at 12 PM.

12. Quality Assurance: Monitor dispatcher productivity through calls, reports, emails, and chats to ensure quality standards.

13. Covered Dispatch: Ensuring there is a dispatcher on duty at all times.In the event there is no one available,step in to the dispatcher role.

14. Shift Acknowledgment: Ensure shift acknowledgment reports are completed by Monday at 12 PM.

15. KPI Managing and Monitoring: Ensure all key performance indicators (KPIs) are met, with proper escalation management.

16. Payroll Management: Ensure payroll for the team is completed by Monday at 12 PM.

17. Operations Reporting: Maintain an updated Dispatch Operations Report, including detailed entries in the Daily Activity Report for all 4 companies.

18. Report Review: Review daily DOR’s, lunch and break reports, and CPTR to ensure proper escalation.]

19. Post-Incident Reviews: Conduct post-incident reviews and debriefings to identify areas for improvement.

20. Process Improvement: Identify opportunities to streamline dispatch processes and enhance operational efficiency.

21. Team Support: Ensure the dispatch team provides the best support to all four entities (Direct Guard Services, Pinnacle Security, Frontline Patrol, and Truguard Security Services).

22. Communication and Follow-Up
• Answer and handle all incoming calls from guards, clients, and residents.
• Conduct follow-ups with security guards, clients, and residents as necessary.
• Allocate resources, such as arranging towing services or dispatching supervisors for inspections, when required.

Key Qualifications:

Experience:
• 3+ years in a dispatch management role, preferably within the security industry.
• Strong understanding of security operations, dispatch management, and client service.
Experience managing virtual employees.

Skills:
• Excellent communication and team leadership abilities.
• Strong organizational and problem-solving skills, with an ability to manage multiple teams and priorities.
• Experience with dispatch software, data management, and operational efficiency tools.
• Effective people skills and teamwork capabilities.
• Commitment to emphasizing excellence in all tasks.
• Customer service oriented.

Education:
• High school diploma or equivalent; a bachelor’s degree in business management or a related field is preferred.

Working Conditions:
• Must be available to work flexible hours, including weekends and holidays, to ensure 24/7 dispatch operations.
• Must have a quiet and private location during work hours

Equipment:
• Must have reliable internet access.
• Must have a reliable power source.
• Must have dual screens.
• Must have a desktop.
• Must have noise-canceling headphones.

Compensation:
$7.50 an hour / 45 hours a week.

Note: To ensure you've read the full job post, please include "DGS" in the subject line when submitting your application; applications without this will not be considered. Additionally, please provide a link to your resume and a 1–2 minute video introduction of yourself. In the video, highlight your skills, relevant experience in managing dispatch teams, and why you believe you're an excellent fit for the role.