Performance Monitoring Coordinator - Evening Shift
Protos Security · Roanoke, VA · 3 wk ago
OTHRFull-time
We need to output HTML fragment with sections: headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real content.
We have company overview, position summary, essential duties & responsibilities, qualifications & experience, why you'll love working with us (benefits), physical demands (maybe not needed), EEO boilerplate to remove.
We need to avoid repeating job title as heading. No Job ID.
We need to use
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real content.
We have company overview, position summary, essential duties & responsibilities, qualifications & experience, why you'll love working with us (benefits), physical demands (maybe not needed), EEO boilerplate to remove.
We need to avoid repeating job title as heading. No Job ID.
We need to use - for any list of duties/requirements/benefits. Use
for prose.
We must preserve all substantive information, not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions.
We need to include sections only when posting has real specific content.
Let's identify content:
- About the role? Could be position summary. Could map to "About the role" heading.
- Responsibilities: essential duties & responsibilities.
- Requirements: qualifications & experience (maybe includes required education, experience). Could be "Qualifications" heading.
- Skills: maybe part of qualifications.
- Benefits: "Why You’ll Love Working With Us" includes benefits list.
- Pay: not mentioned (no compensation specifics). So we should NOT include Pay section.
- Schedule: shift info given: Evening Shift, 4pm - 12am. That's schedule. So we can include Schedule section.
- Also location: Roanoke, VA - On site. Could be part of About the role or maybe a separate section? Not in list of headings but we could include as part of About the role paragraph.
We need to avoid filler like "commensurate with experience". Not present.
We need to remove duplicated lines.
Let's craft HTML:
About the role
Performance Monitoring Coordinator reports to Client Support Supervisor, located in Roanoke, VA (on site). Works evening shift, 4pm‑12am. Protos Security is a leading provider of physical security services, delivering guarding and off‑duty law enforcement solutions across the U.S. with offices in Canada and the UK. The role serves as primary point of contact for guards, off‑duty officers, vendors, and clients, monitoring activity, responding to calls, and ensuring service continuity.
But we need to preserve all substantive information: company overview details, position summary details. Might be too much to repeat. We can combine.
Better: About the role includes company overview and position summary.
Let's extract company overview: "Protos Security, a subsidiary of Security Services Holdings, is one of the nation’s leading providers of physical security services. Headquartered in Norwalk, Connecticut, Protos delivers security guarding and off-duty law enforcement solutions across the United States, supported by offices throughout the U.S. and international locations in Canada and the United Kingdom. By combining experienced security professionals, responsive service and purpose-built technology, we provide clients with greater visibility, accountability and control over their security programs. We are raising the standard for how physical security is managed and delivered, helping protect people, property and communities."
Position summary: "We are seeking a Performance Monitoring Coordinator to join our team. This role serves as a primary point of contact for guards, off-duty officers, vendors, and clients. The Performance Monitoring Coordinator plays a critical role in supporting day-to-day field operations by monitoring guard and officer activity, responding to phone calls, and ensuring service continuity for our clients. This position is highly interactive and operational in nature. The role requires strong communication, problem-solving, and customer service skills to provide timely guidance and ensure client needs are met. Our work environment is fast paced, positive and stresses results-oriented growth, requiring strong customer service skills, sound judgment, logistical coordination, and the ability to influence outcomes in a fast-paced environment."
We can combine.
Now Responsibilities: list of essential duties & responsibilities. We'll output - each bullet.
We need to preserve all duties exactly as given. Let's list them:
- Serve as the primary point of contact for incoming phone calls and emails from guards, off-duty officers, vendors, clients, and internal partners.
- Monitor guard tours, schedules, and on-site activity to ensure service coverage, compliance with post requirements, and timely response to exceptions.
- Proactively identify attendance and coverage issues, including late arrivals, missed shifts, and no-shows, and coordinate appropriate follow-up with guards, vendors, and internal teams.
- Provide real-time operational support to guards and off-duty officers by answering questions, resolving system issues, and guiding them through established processes.
- Communicate professionally with clients to provide status updates, address service concerns, and ensure service expectations are met.
- Partner with vendors and service providers to resolve staffing, scheduling, and operational issues while maintaining strong working relationships.
- Collect, review, document, and maintain accurate records related to incidents, attendance, service disruptions, and operational activities.
- Accurately document all customer interactions, actions taken, and resolutions in multiple systems while ensuring complete and timely records.
- Prioritize and manage multiple tasks simultaneously in a fast-paced, high-volume dispatch environment.
- Apply established policies, procedures, and service standards to resolve issues while exercising sound judgment and escalating concerns when appropriate.
- Perform other duties as assigned.
Now Qualifications & Experience: list.
- High school diploma or equivalent required.
- Minimum of one (1) year of experience in dispatch, security operations, customer service, call center operations, or another fast-paced, client-facing environment.
- Experience monitoring field operations, coordinating schedules, or supporting remote personnel is preferred.
- Experience managing high call volumes and responding to time-sensitive situations.
- Excellent verbal and written communication skills.
- Strong customer service, conflict resolution, and interpersonal skills.
- Ability to remain calm, professional, and solution-oriented during urgent or stressful situations.
- Strong attention to detail with excellent organizational and documentation skills.
- Demonstrated ability to prioritize competing demands and effectively manage multiple tasks simultaneously.
- Proficiency with Microsoft Office and the ability to quickly learn dispatch, scheduling, and proprietary software systems.
- Ability to exercise sound judgment, maintain confidentiality, and work independently while collaborating effectively with cross-functional teams.
We could split into Requirements and Skills headings. But we have only allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to decide where to put what. Could use Qualifications for education/experience, Skills for abilities. But we must not create thin sections. Perhaps combine into Qualifications (includes both). Or we could have Requirements (education/experience) and Skills (abilities). Let's see content: we have education/experience items and skill items. Could split.
Requirements: High school diploma or equivalent required. Minimum of one (1) year of experience in dispatch, security operations, customer service, call center operations, or another fast-paced, client-facing environment. Experience monitoring field operations, coordinating schedules, or supporting remote personnel is preferred. Experience managing high call volumes and responding to time-sensitive situations.
Skills: Excellent verbal and written communication skills. Strong customer service, conflict resolution, and interpersonal skills. Ability to remain calm, professional, and solution-oriented during urgent or stressful situations. Strong attention to detail with excellent organizational and documentation skills. Demonstrated ability to prioritize competing demands and effectively manage multiple tasks simultaneously. Proficiency with Microsoft Office and the ability to quickly learn dispatch, scheduling, and proprietary software systems. Ability to exercise sound judgment, maintain confidentiality, and work independently while collaborating effectively with cross-functional teams.
That seems reasonable.
Benefits: from "Why You’ll Love Working With Us": list includes:
- Purpose Driven Work – Every role contributes to building smarter, more secure environments
- Growth Opportunities – Mentorship, cross functional projects, and career development
- Collaborative Culture – Open communication, respect, and team first thinking
- People First Values – Inclusive culture and generous employee support
- Benefits Include Competitive compensation
- Health, Vision, Dental, and Life Insurance
- Employee Assistance Program
- FSA / HSA
- 401(k) with employer contribution
- Excellent Paid Time Off (24 days)
- Collaborative work environment (and great coffee!)
We need to preserve all substantive information. The bullet list includes some sentences that are not typical benefits but we keep.
Schedule: Evening Shift, 4pm - 12am.
We should not include Pay section because no specific compensation.
Now we need to output HTML fragment only, no markdown fences.
Let's construct:
About the role
... combine company overview and position summary ...
Responsibilities
- ...
...
Requirements
- High school diploma or equivalent required.
- Minimum of one (1? Actually "Minimum of one (1) year of experience in dispatch, security operations, customer service, call center operations, or another fast-paced, client-facing environment."
- Experience monitoring field operations, coordinating schedules, or supporting remote personnel is preferred.
- Experience managing high call volumes and responding to time-sensitive situations.
Skills
- Excellent verbal and written communication skills.
- Strong customer service, conflict resolution, and interpersonal skills.
- Ability to remain calm, professional, and solution-oriented during urgent or stressful situations.
- Strong attention to detail with excellent organizational and documentation skills.
- Demonstrated ability to prioritize competing demands and effectively manage multiple tasks simultaneously.
- Proficiency with Microsoft Office and the ability to quickly learn dispatch, scheduling, and proprietary software systems.
- Ability to exercise sound judgment, maintain confidentiality, and work independently while collaborating effectively with cross-functional teams.
Benefits
- Purpose Driven Work – Every role contributes to building smarter, more secure environments
- Growth Opportunities – Mentorship, cross functional projects, and career development
- Collaborative Culture – Open communication, respect, and team first thinking
- People First Values – Inclusive culture and generous employee support
- Benefits Include Competitive compensation
- Health, Vision, Dental, and Life Insurance
- Employee Assistance Program
- FSA / HSA
- 401(k) with employer contribution
- Excellent Paid Time Off (24 days)
- Collaborative work environment (and great coffee!)
Schedule
Evening Shift, 4pm - 12am
We should also include location? Could be part of About the role paragraph.
Let's craft About the role paragraph:
"Protos Security, a subsidiary of Security Services Holdings, is one of the nation’s leading providers of physical security services. Headquartered in Norwalk, Connecticut, Protos delivers security guarding and off-duty law enforcement solutions across the United States, supported by offices throughout the U.S. and international locations in Canada and the United Kingdom. By combining experienced security professionals, responsive service and purpose-built technology, we provide clients with greater visibility, accountability and control over their security programs. We are raising the standard for how physical security is managed and delivered, helping protect people, property and communities.
We are seeking a Performance Monitoring Coordinator to join our team. This role serves as a primary point of contact for guards, off-duty officers, vendors, and clients. The Performance Monitoring Coordinator plays a critical role in supporting day-to-day field operations by monitoring guard and officer activity, responding to phone calls, and ensuring service continuity for our clients. This position is highly interactive and operational in nature. The role requires strong communication, problem-solving, and customer service skills to provide timely guidance and ensure client needs are met. Our work environment is fast paced, positive and stresses results-oriented growth, requiring strong customer service skills, sound judgment, logistical coordination, and the ability to influence outcomes in a fast-paced environment.
The position is based in Roanoke, VA (on site) and works
for prose. We must preserve all substantive information, not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. We need to include sections only when posting has real specific content. Let's identify content: - About the role? Could be position summary. Could map to "About the role" heading. - Responsibilities: essential duties & responsibilities. - Requirements: qualifications & experience (maybe includes required education, experience). Could be "Qualifications" heading. - Skills: maybe part of qualifications. - Benefits: "Why You’ll Love Working With Us" includes benefits list. - Pay: not mentioned (no compensation specifics). So we should NOT include Pay section. - Schedule: shift info given: Evening Shift, 4pm - 12am. That's schedule. So we can include Schedule section. - Also location: Roanoke, VA - On site. Could be part of About the role or maybe a separate section? Not in list of headings but we could include as part of About the role paragraph. We need to avoid filler like "commensurate with experience". Not present. We need to remove duplicated lines. Let's craft HTML:
About the role
Performance Monitoring Coordinator reports to Client Support Supervisor, located in Roanoke, VA (on site). Works evening shift, 4pm‑12am. Protos Security is a leading provider of physical security services, delivering guarding and off‑duty law enforcement solutions across the U.S. with offices in Canada and the UK. The role serves as primary point of contact for guards, off‑duty officers, vendors, and clients, monitoring activity, responding to calls, and ensuring service continuity.
But we need to preserve all substantive information: company overview details, position summary details. Might be too much to repeat. We can combine. Better: About the role includes company overview and position summary. Let's extract company overview: "Protos Security, a subsidiary of Security Services Holdings, is one of the nation’s leading providers of physical security services. Headquartered in Norwalk, Connecticut, Protos delivers security guarding and off-duty law enforcement solutions across the United States, supported by offices throughout the U.S. and international locations in Canada and the United Kingdom. By combining experienced security professionals, responsive service and purpose-built technology, we provide clients with greater visibility, accountability and control over their security programs. We are raising the standard for how physical security is managed and delivered, helping protect people, property and communities." Position summary: "We are seeking a Performance Monitoring Coordinator to join our team. This role serves as a primary point of contact for guards, off-duty officers, vendors, and clients. The Performance Monitoring Coordinator plays a critical role in supporting day-to-day field operations by monitoring guard and officer activity, responding to phone calls, and ensuring service continuity for our clients. This position is highly interactive and operational in nature. The role requires strong communication, problem-solving, and customer service skills to provide timely guidance and ensure client needs are met. Our work environment is fast paced, positive and stresses results-oriented growth, requiring strong customer service skills, sound judgment, logistical coordination, and the ability to influence outcomes in a fast-paced environment." We can combine. Now Responsibilities: list of essential duties & responsibilities. We'll output- each bullet.
We need to preserve all duties exactly as given. Let's list them:
- Serve as the primary point of contact for incoming phone calls and emails from guards, off-duty officers, vendors, clients, and internal partners.
- Monitor guard tours, schedules, and on-site activity to ensure service coverage, compliance with post requirements, and timely response to exceptions.
- Proactively identify attendance and coverage issues, including late arrivals, missed shifts, and no-shows, and coordinate appropriate follow-up with guards, vendors, and internal teams.
- Provide real-time operational support to guards and off-duty officers by answering questions, resolving system issues, and guiding them through established processes.
- Communicate professionally with clients to provide status updates, address service concerns, and ensure service expectations are met.
- Partner with vendors and service providers to resolve staffing, scheduling, and operational issues while maintaining strong working relationships.
- Collect, review, document, and maintain accurate records related to incidents, attendance, service disruptions, and operational activities.
- Accurately document all customer interactions, actions taken, and resolutions in multiple systems while ensuring complete and timely records.
- Prioritize and manage multiple tasks simultaneously in a fast-paced, high-volume dispatch environment.
- Apply established policies, procedures, and service standards to resolve issues while exercising sound judgment and escalating concerns when appropriate.
- Perform other duties as assigned.
Now Qualifications & Experience: list.
- High school diploma or equivalent required.
- Minimum of one (1) year of experience in dispatch, security operations, customer service, call center operations, or another fast-paced, client-facing environment.
- Experience monitoring field operations, coordinating schedules, or supporting remote personnel is preferred.
- Experience managing high call volumes and responding to time-sensitive situations.
- Excellent verbal and written communication skills.
- Strong customer service, conflict resolution, and interpersonal skills.
- Ability to remain calm, professional, and solution-oriented during urgent or stressful situations.
- Strong attention to detail with excellent organizational and documentation skills.
- Demonstrated ability to prioritize competing demands and effectively manage multiple tasks simultaneously.
- Proficiency with Microsoft Office and the ability to quickly learn dispatch, scheduling, and proprietary software systems.
- Ability to exercise sound judgment, maintain confidentiality, and work independently while collaborating effectively with cross-functional teams.
We could split into Requirements and Skills headings. But we have only allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to decide where to put what. Could use Qualifications for education/experience, Skills for abilities. But we must not create thin sections. Perhaps combine into Qualifications (includes both). Or we could have Requirements (education/experience) and Skills (abilities). Let's see content: we have education/experience items and skill items. Could split.
Requirements: High school diploma or equivalent required. Minimum of one (1) year of experience in dispatch, security operations, customer service, call center operations, or another fast-paced, client-facing environment. Experience monitoring field operations, coordinating schedules, or supporting remote personnel is preferred. Experience managing high call volumes and responding to time-sensitive situations.
Skills: Excellent verbal and written communication skills. Strong customer service, conflict resolution, and interpersonal skills. Ability to remain calm, professional, and solution-oriented during urgent or stressful situations. Strong attention to detail with excellent organizational and documentation skills. Demonstrated ability to prioritize competing demands and effectively manage multiple tasks simultaneously. Proficiency with Microsoft Office and the ability to quickly learn dispatch, scheduling, and proprietary software systems. Ability to exercise sound judgment, maintain confidentiality, and work independently while collaborating effectively with cross-functional teams.
That seems reasonable.
Benefits: from "Why You’ll Love Working With Us": list includes:
- Purpose Driven Work – Every role contributes to building smarter, more secure environments
- Growth Opportunities – Mentorship, cross functional projects, and career development
- Collaborative Culture – Open communication, respect, and team first thinking
- People First Values – Inclusive culture and generous employee support
- Benefits Include Competitive compensation
- Health, Vision, Dental, and Life Insurance
- Employee Assistance Program
- FSA / HSA
- 401(k) with employer contribution
- Excellent Paid Time Off (24 days)
- Collaborative work environment (and great coffee!)
We need to preserve all substantive information. The bullet list includes some sentences that are not typical benefits but we keep.
Schedule: Evening Shift, 4pm - 12am.
We should not include Pay section because no specific compensation.
Now we need to output HTML fragment only, no markdown fences.
Let's construct:
About the role
... combine company overview and position summary ...
Responsibilities
- ... ...
Requirements
- High school diploma or equivalent required.
- Minimum of one (1? Actually "Minimum of one (1) year of experience in dispatch, security operations, customer service, call center operations, or another fast-paced, client-facing environment."
- Experience monitoring field operations, coordinating schedules, or supporting remote personnel is preferred.
- Experience managing high call volumes and responding to time-sensitive situations.
Skills
- Excellent verbal and written communication skills.
- Strong customer service, conflict resolution, and interpersonal skills.
- Ability to remain calm, professional, and solution-oriented during urgent or stressful situations.
- Strong attention to detail with excellent organizational and documentation skills.
- Demonstrated ability to prioritize competing demands and effectively manage multiple tasks simultaneously.
- Proficiency with Microsoft Office and the ability to quickly learn dispatch, scheduling, and proprietary software systems.
- Ability to exercise sound judgment, maintain confidentiality, and work independently while collaborating effectively with cross-functional teams.
Benefits
- Purpose Driven Work – Every role contributes to building smarter, more secure environments
- Growth Opportunities – Mentorship, cross functional projects, and career development
- Collaborative Culture – Open communication, respect, and team first thinking
- People First Values – Inclusive culture and generous employee support
- Benefits Include Competitive compensation
- Health, Vision, Dental, and Life Insurance
- Employee Assistance Program
- FSA / HSA
- 401(k) with employer contribution
- Excellent Paid Time Off (24 days)
- Collaborative work environment (and great coffee!)
Schedule
Evening Shift, 4pm - 12am
We should also include location? Could be part of About the role paragraph. Let's craft About the role paragraph: "Protos Security, a subsidiary of Security Services Holdings, is one of the nation’s leading providers of physical security services. Headquartered in Norwalk, Connecticut, Protos delivers security guarding and off-duty law enforcement solutions across the United States, supported by offices throughout the U.S. and international locations in Canada and the United Kingdom. By combining experienced security professionals, responsive service and purpose-built technology, we provide clients with greater visibility, accountability and control over their security programs. We are raising the standard for how physical security is managed and delivered, helping protect people, property and communities. We are seeking a Performance Monitoring Coordinator to join our team. This role serves as a primary point of contact for guards, off-duty officers, vendors, and clients. The Performance Monitoring Coordinator plays a critical role in supporting day-to-day field operations by monitoring guard and officer activity, responding to phone calls, and ensuring service continuity for our clients. This position is highly interactive and operational in nature. The role requires strong communication, problem-solving, and customer service skills to provide timely guidance and ensure client needs are met. Our work environment is fast paced, positive and stresses results-oriented growth, requiring strong customer service skills, sound judgment, logistical coordination, and the ability to influence outcomes in a fast-paced environment. The position is based in Roanoke, VA (on site) and works