Call Center Manager (24/7 Operations) - Zeus Fire and Security

Universal Atlantic System

Headquartered in suburban Philadelphia, UAS is a national provider of integrated security services protecting over $15 billion in commercial assets for various clients, including equipment rental dealers, asset-intensive outdoor facilities, food service providers, convenience stores, and retailers. Since 1972, UAS has been a leading provider of physical security systems serving local, regional, multi-location, and national accounts throughout the US and Canada, helping them become safer, more secure, operationally superior, and more profitable.

Does this sound like you?
Are you a dynamic leader passionate about operational excellence and team development? Join us at Universal Atlantic Systems as a Central Station Manager and take the reins of a critical department where efficiency, accuracy, and leadership are key. If you're ready to impact in a fast-paced, high-tech environment, this opportunity is for you!

About the role:

The Central Station Manager is responsible for overseeing the operations of a 24/7 security dispatch center, ensuring optimal performance, compliance with company policies, and exceptional service delivery. This role involves managing a high-performance team of dispatchers and shift supervisors, ensuring that the center operates efficiently while responding to security and emergency events. The Manager will drive continuous improvements and maintain a focus on KPIs such as response times, customer service quality, and operational efficiency.

Key Responsibilities

Operational Management:

• Oversee and manage the daily operations of the Central Station, ensuring 24/7 coverage and service levels are met.
• Ensure all dispatch activities comply with industry standards, legal regulations, and company policies.
• Develop, implement, and maintain operational procedures to ensure consistency, accuracy, and high performance in dispatch operations.
• Manage real-time call center metrics, including call volume, response times, call quality, and escalations, ensuring KPIs are achieved.
• Ensure the effective operation of security systems, alarm monitoring, and emergency response protocols.

Team Leadership and Development:

• Manage and provide guidance to shift supervisors and dispatchers, fostering a culture of continuous improvement and accountability.
• Conduct performance reviews, set individual and team goals, and deliver ongoing coaching and mentorship to staff.
• Lead supervisors to identify team training needs, implement training programs, and track the progress of personnel development.
• Handle recruitment, onboarding, and retention strategies for dispatch personnel, working closely with HR for interviews, hiring, and personnel decisions.
• Establish a clear communication and feedback loop with the team to address any operational challenges promptly.

Compliance and Quality Control:

• Ensure compliance with industry-specific certifications, including UL 827 and other relevant security standards.
• Monitor incident reports, ensure proper documentation, resolution, and escalation where needed.
• Collaborate with IT and technical teams to ensure smooth operation of monitoring systems, including routine checks and issue resolution.
• Regularly review and update the training and quality assurance programs to ensure dispatchers adhere to protocols and maintain service excellence.
• Lead initiatives to identify and address inefficiencies in dispatch workflows and implement solutions for improvement.

Technology and System Oversight:

• Oversee the integration and management of alarm monitoring software, telephony systems, and other critical call center technologies.
• Collaborate with technical teams to implement new technologies or software updates that enhance call center performance and dispatch capabilities.
• Ensure systems are maintained to provide uninterrupted service, and work with the IT department to manage outages and other system-related issues.

Crisis and Emergency Management:

• Lead emergency response efforts, ensuring timely and effective handling of all critical alarms and incidents.
• Serve as the point of escalation for complex or high-risk security issues, coordinating with internal and external stakeholders, including law enforcement or emergency responders.

Continuous Improvement:

• Analyze call center data, generate reports, and present findings to senior management to track performance and identify areas for improvement.
• Implement strategies for improving dispatcher response times, accuracy, and customer service delivery.
• Develop and implement new policies, procedures, and best practices that improve efficiency and performance in a 24/7 operation.

Qualifications

Experience: Minimum of 7-10 years in a central station or call center management role, specifically in a high-pressure, 24/7/365 operations environment.

Education: Bachelor's degree in business management, Security, Operations Management, or a related field. Equivalent professional experience may be considered in lieu of education.

Technical Skills: Strong knowledge of dispatch, call center, and security monitoring technologies. Familiarity with alarm monitoring systems, telephony systems, and emergency response protocols.

Leadership Skills: Proven experience managing and developing large teams, including shift supervisors and dispatchers, in a fast-paced environment.

Compliance: In-depth understanding of UL 827 certification requirements and other relevant security and safety regulations.

Communication: Excellent verbal and written communication skills with the ability to coordinate across departments, interact with senior management, and handle external agency communications.

Availability: Flexibility to be available outside regular business hours to address urgent operational needs and maintain a seamless 24/7 operation.

Work Requirements: The position is considered sedentary and requires extended periods of PC exposure. This position has an expectation of availability outside of the regular business hours due to the nature of our 24/7/365 model.

Work Environment and Expectations:

• Work Hours: Due to the nature of 24/7/365 operations, this position requires the Central Station Manager to be available to address critical issues outside regular business hours, including nights, weekends, and holidays as necessary
• Work Requirements: This role is primarily sedentary but involves high levels of engagement with both personnel and technical systems. Extended periods of computer use are required.

Equal Employment Opportunity Statement:

UAS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law