Central Command Center Manager in Plano, TX at Interface Security Systems

Date Posted: 1/2/2020

Job Snapshot

Job Description

Central Command Center Manager

Increasing Safety!  Deterring Theft!  Ensuring Protection!


Do you thrive under pressure? When a crisis arises, are you the first to take control? Do you enjoy dealing with diverse groups of people?  Are you looking for a company that provides in-depth training and support?  If you answered "Yes" to these questions, then this is the ideal job for you!

The Interface location in Plano, Texas is the national leader in interactive risk management. We are seeking action-oriented team players to join our growing company as a Central Command Center Manager in our Central Command Center!  The ideal candidate is professional, eager to learn and achieve success, and responds appropriately to stressful situations.  The security and life safety protection of our customers is our number one priority we work together to achieve.  Operations are 24/7 with three shifts available.  This position is Grave Shift. This position is located within our secure customer command center and works in a highly structured and organized environment with multiple screens and phone lines. 

POSITION OVERVIEW
Monitors, receives, verifies and inputs data on all video and audio alarm activations or telephone calls and dispatches appropriate authorities and Service in accordance with Interface's policies and procedures. The position requires intervention in potential crisis situations, requiring clear thinking, fast action and the ability to "project authority" via audio.


PRIMARY RESPONSIBILITIES AND FUNCTIONS:


Remote Tours –
Interface’s remote tour service alerts loiterers, drug dealers and potential criminals that all activity at a business is being monitored and recorded. The random and periodic nature of these tours helps prevent criminal activity as well as possible internal theft and identify any equipment issues on site. Customers who use the Remote tour service have seen fewer panhandlers, loiterers and drug dealers, have more customers at their business and are able to quickly identify equipment issues.


Virtual Escorts –
Virtual Escorts were created to act as an extra set of eyes and ears for employees and customers moving from one vulnerable location to another. Used inside to chaperon employee to and from high security areas, as well as outside to remotely watch them walk to their cars, this service gives an added level of security and peace of mind.

Openings and Closing Escorts – Interface Created the Opening and Closing escort service for customers who require additional security during the opening and closing hours of business. In addition, from the Command Center, Interface can alert a business if it not open at a certain time and conversely, we can report back to the customer if the business is closing early.

Rapid Alarm Response – Interactive remote monitoring provides tremendous enhancements in safety and security, available to respond 24 hours-a-day, the visual Command Center can remotely view and communicate with multiple sites simultaneously and in real-time. Using our Interactive Alarm Response service, we immediately respond to every customer request-whether it’s an emergency situation, loiterers on the properly or a crisis situation, we are alert and available to resolve the matter.

Burg Response – As more police departments begin to implement stricter alarm response policies, verifying burglar alarms becomes more important. With Interface’s Burglar Response service businesses receive quality equipment, alert personnel and 24-hour reliability. Interface can verify all alarm activations at a business.

A Manager is required will receive and direct incoming telephone calls, both emergency and business and will obtain all necessary information from the client to determine their needs and takes the appropriate actions. In alarm situation, a Manager must reach a decision on when to intervene, what is the best method is for intervention and perform follow-up on all events handled to ensure that the situation has been totally resolved to customer's satisfaction.

Managers will resolves client requests on the phone as necessary, including alarm operations, complaints, inquiries and requests for service.

In addition a Manager will promptly and courteously responds to and resolves client inquiries regarding emergencies, resets, complaints, system operation, and service.

A Manager will and when necessary, promptly forward all inquiries to a team member if not qualified or empowered to resolve. However, "the front-line" employee owns the inquiry and/or problem and is responsible for closing it out with the customer.

 

Job Requirements

 

Managers enforce facility security, including monitoring, responding to and reporting unusual activity or breeches of security observed either in person or on the CCTV security system.

In the absence of a Time Management Associate and a Senior Intervention Specialist, a Manager will be required to complete all Time Management Duties for an assigned shift. These duties include the planning and implementation of a break and lunch schedule for the assigned shift.


Managers provide oversight and direction during an assigned shift of all C3 operations. Reporting when required to supervision.

Managers conduct daily shift meetings designed to inform subordinates of Policy updates, special site requests and general information regarding the daily activities of the shift.


A Manager maintains manual and/or automated activity logs and reports, including Sparta call logs and investigations, scheduling, break and lunch management, end of shift reports, shift meeting agendas and dashboards.


A Manager performs data collection as required, and performs time management for self and subordinates, manages shift during times of peak activity and keeps team members focused and on task during down time.

A Manager assists the VP of C3 Operations and completes any tasks requested by the VP of C3 Operations.

Managers assist in the development of one-on-one and on the job training for new Intervention Specialists. They also provide one-on-one training to new employees and introduce new employees to Interface Policies and Procedures, Site Specific Procedures and Company Guidelines.

A Manager ensures that on the job training is completed properly and individual daily employee evaluations, named Dashboards, are completed in a timely manner.


A Manager reviews C3 operations and Policy and Procedure to identify technical and operational needs or changes and make recommendations as appropriate.

They also complete Disciplinary Action and follow-up with all employees as necessary.


A Manager develops and directs the implementation of goals, objectives, policies, procedures and work standards where applicable for the assigned shift.


A Manager may relieve employees of the most difficult, sensitive or controversial projects within the shift.

A Manager plans, organizes, administers, reviews and evaluates the work of subordinates through subordinate supervisors and lead workers.

A Manager provides for the selection, training, professional development and work evaluation of subordinate staff and makes recommendations on hiring, termination, promotion and discipline as required.


A Manager monitors operational changes that affect the activities and work processes of all shifts; makes recommendations for and develops and carries out improvements to the overall operation to meet changing mission parameters and requirements.


A Manager prepares composite reports from individual reports of CENTRAL COMMAND CENTER team members and disperses to appropriate clientele.

A Manager is available 24/7 for any issues in which a Manager’s assistance is required or needed.

A Manager is On Call for week’s period of time every third week.

A Manager conducts personnel evaluations at mid-year and year-end.

A Manager promptly responds and resolves client inquires and Investigations.

A Manager clearly establishes administrative rules and regulations.

A Manager maintains CENTRAL COMMAND CENTER personnel staffing including hiring, terminating and disciplining in accordance with policies and procedures.

A Manager will test, interview and train new Leads.

A Manager reviews and sets Policy and Procedure for all CENTRAL COMMAND CENTER Team Members.

A Manager approves all Client Procedures before site can be placed on line.

A Manager ensures proper work schedules are in place to provide sufficient shift personnel for workload demands.

Managers review Central Command Center operations to identify technical and operational needs.

Managers conduct tours for outside and inside Customers of Central Command Center.

A Manager issues written and oral instructions to CENTRAL COMMAND CENTER personnel.

A Manager assigns duties and examines work for conformance to policies and procedures.

A Manager coordinates, plans, develop and provide training for the CENTRAL COMMAND CENTER operations personnel.

A Manager maintains harmony among workers and resolves grievances.

A Manager sets Shift Meeting Agendas for their shift.

A Manager may provide staff support to other Departments.

A Manager is able to take disciplinary action while conforming to all legal aspects.

A Manager approves all Vacations requests.

A Manager monitors and directs or performs day-to-day operations of the assigned shift to ensure projects are being accomplished efficiently and effectively; A Manager ensures cost efficient assignment of employees

Managers strive to make more meaningful and challenging contributions to the betterment of the department.

Managers effectively motivate subordinates in effort to build a strong team to exert the effort necessary to attain organizational goals.

Managers project self –confidence, authority and enthusiasm, demonstrate strong, dynamic leadership skills, excel in training, leading and motivating employees, face all problems with confidence and assurance, excel in creative problem solving, and lead by example.


Other duties may be assigned as required.

PROBATIONARY PERIOD- Employees appointed to the Manager position will be placed on a “Probationary” status for the first 90 days of their appointment to Manager.

QUALIFICATIONS- C3 Managers must have a commanding knowledge of the Central Command Center’s operating policy and procedures, site specific procedures, database platforms, video platforms, terminology, and all other areas of operation.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


EDUCATION and/or EXPERIENCE-A high school diploma or equivalent plus two to four years related experience, preferably within a 911 center, law enforcement agency, or crisis management center; or equivalent combination of education and experience.

LANGUAGE SKILLS- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedures manuals. Ability to speak clearly and effectively. Ability to clearly enunciate foreign or non-English names and streets. Ability to accurately spell words and numbers.

MATHEMATICAL SKILLS- Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.

REASONING ABILITY- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, map, resolution code, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS- All required state licenses. Must complete all Customer Service Specialist training as outlined in Interface Operating Policy and Procedure.

OTHER SKILLS AND ABILITIES- Active and empathetic listening skills when dealing with others in all situations, including the ability to calm down others and elicit the necessary information during a stressful situation. Must be very customer service driven in order to ensure the highest levels of service and customer satisfaction. Must be PC literate and experienced with numerous window based software programs. Should display a good aptitude to learn new software.

PHYSICAL DEMANDS-The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit in a single position for long periods of time. The employee is required to use hands to finger, handle, or feel objects, tools, or controls. The employee is regularly required to talk or hear. The employee is occasionally required to reach with hands and arms. The employee may be required to climb stairs. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.


WORK ENVIRONMENT- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is occasionally exposed to cool room temperatures. The noise level in the work environment is usually moderate to high. Employees are required to handle multiple events at time in a high stress, fast paced environment.

WORKING FOR A 24/7 COMMAND CENTER-Employees must be as flexible as possible in their assigned schedule. Interface does not commit to a specific schedule, as schedules may change from time to time based upon business needs. Employees must be available to work overtime and may be assigned to mandatory overtime if the need arises.

Interface offers a competitive compensation package based on education and experience plus excellent benefits that include medical, dental, vision, 401(k), paid time off, the opportunity for growth and much more. Please submit a resume, cover letter, and compensation requirements.

Interface Security Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin.  The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship. 

Interface Security Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Security Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.  

 

 

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