Emergency Response Center Operator

Responsibilities

Maintain 24/7 site coverage by managing real-time scheduling, staffing needs, and responding to call-offs, emergencies, and client requests.

Create, maintain, and adjust officer schedules to meet contractual requirements and proper pay/bill ratios.

Serve as the central communication hub for service requests via phone and email, including support for remote posts.

Manage and update scheduling and resource management systems to ensure accurate operational data.

Assess incoming requests in real time and determine appropriate coverage solutions based on client needs.

Maintain complete and accurate documentation for all requests to support operations, payroll, and billing.

Review payroll and billing data, coordinating with internal teams to resolve discrepancies and meet accuracy targets.

Collaborate with operations managers, officers, subcontractors, and clients to resolve service, scheduling, and performance issues.

Support regional and global monitoring efforts and assist with urgent operational needs.

Qualifications (must Have)

• High school diploma or equivalent
• Minimum of three (3) years of experience in the protective service industry
• Minimum of three (3) years of experience in an emergency response or dispatch environment
• Proficiency in computer systems and office productivity tools (including Microsoft Office and Smartsheet)
• Strong understanding of security operations and emergency response procedures, with the ability to perform effectively in high-pressure environments
• Excellent organizational, planning, and analytical skills, including the ability to manage schedules and interpret data accurately
• Strong communication and interpersonal skills, with the ability to collaborate across teams and respond effectively in high-stress situations
• Exceptional customer service, critical thinking, and problem-solving abilities

Benefits

• Medical, dental, vision, basic life, AD&D, retirement plan and disability insurance
• Paid time off offered at an accrual rate of 1 hour per 25 hours worked on a weekly basis
• Eight paid holidays (subject to eligibility)
• Employee Assistance Program
• Employee discounts through our perks program to your favorite restaurants, entertainment venues, and much more!