Director of Command & Control Center

Job Locations US-TX-Plano
ID 2022-1346
Category
Security Monitoring Operations
Position Type
Regular Full-Time

About Us

Interface Systems is a leading managed service provider delivering business security, managed network, UCaaS, and business intelligence solutions to distributed enterprises. We enhance security, streamline connectivity, optimize operations and reduce IT costs, maximizing ROI for the nation’s top brands. Our company vision is to enable enterprises to innovate faster and adapt to market forces. We bring this to life through our mission of inspiring B2C enterprises to deliver amazing customer experiences by safeguarding people and assets, enabling seamless connectivity solutions, and uncovering business insights. 

 

Our mantra as a team is relentless customer support. We are passionate, and quite honestly obsessed, about delivering an amazing customer experience. We do this through fostering an Interface company culture for our employees focused around collaboration, commitment and fun. Come join our dynamic and growing team and make a direct impact in a company committed to growth and transformation, all in service of delighting our customers and our employees. 

Overview

Directs the Command & Control Centers’ operational, budgetary, and developmental activities to consistently deliver the highest levels of quality service to Interface’s alarm customers while also growing and nurturing a positive work culture.

Responsibilities

  • Leading initiatives to ensure that overall goals and objectives are met. Goals range from cost/budget objectives to key performance measurements, and efficiency improvements.
  • Ensuring internal quality and customer experience standards are met by managing Key Performance Indicators around targets for speed, accuracy, efficiency, and quality.
  • Enthusiastically direct and lead a diverse team of operators, specialists, and management leaders.
  • Interact effectively with customers and team to instill a strong sense of confidence through outstanding attention to detail, a high sense of urgency, and consistent follow-up.
  • Must build strong working relationships with and coordinate closely with various internal organizations such as Customer Care, Account and Project Management, Branch Operations, and Plano Operations.
  • Proactively identifying, developing, and implementing opportunities around security polices, protocols, and procedures where applicable and not present currently.
  • Manage budgetary guidelines and invoices for security operations and monitoring expenses.
  • Develop training and Standard Operating Procedures for personnel to facilitate effective performance around Alarm Monitoring, Alarm Technical Assistance, and Data Entry for the life cycle of an account(s).
  • Determine appropriate minimum staffing levels for all shifts, working closely with HR to ensure that candidate flow is always at an adequate level to account for turnover, peak demands, growth, etc. When needed, actively participate in the interview and selection process.
  • Comply with all policies stated in the Interface Employee Handbook and Employee Safety Manual and ensure compliance of these polices by teams reporting to this position.

Qualifications

  • Bachelor’s degree, or equivalent work experience, required.
  • Proven success in a call center management role or higher for minimum 3 years; security or telecom field preferred.
  • Proficient with MS Office, Microsoft Dynamics NAV, and CRM. Manitou experience a plus.

EEO Statement

Interface 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 Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface 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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