Call Center Operations Manager

Job Purpose:

To oversee the operations of Yale Enforcement Services, Inc. Command Center. The Command Center is the heart of all Yale Enforcement Services, Inc. operations. It serves as a focal point for all customers and employees.

Yale Enforcement Services, Inc. maintains the Command Center 24-hours a day at our corporate headquarters in Belleville, Illinois. The Command Center staff keeps pertinent data on security locations and field security officers. Roll call and status checks are conducted to ensure the safety of all security officers and the proper working order of all communications equipment. All telephone lines coming in and going out of our Command Center are recorded to protect us and our clients. The Command Center monitors our automated scheduling system, thus ensuring all posts are staffed. It also monitors our Remote Video Intrusion Systems and alerts authorities in the event one of our security officers requires assistance.

 

Duties:

* Determines command center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

* Maintains and improves command center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

* Accomplishes command center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

* Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

* Maintains professional and technical knowledge by tracking emerging trends in command center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

* Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

* Must be willing to supervise and/or work all three shifts.

 

Skills/Qualifications:

Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

 

Previous experience preferred.