National Communications Project Manager

Job Description

Job Summary

The National Communications Center (NCC) Project Manager will oversee & help supervise the schedule, operations, and daily activities of National Communications Center (NCC) service delivery and NCC Dispatchers assigned at their respective facility. The primary mission of the NCC is to answer calls from clients, employees, prospects, and managers after business hours.

The NCCPM will ensure that GardaWorld Security core values are integrated into and throughout all NCC practices

The NCCPM will participate in the recruitment, selection, orientation, training, and continual development of staff for the NCC

The NCCPM will maintain the goal of zero safety incidents while at the same time managing a robust safety culture and a robust safety program that is appropriate to the operating environments

In addition to staff management responsibilities, the NCC Project Manager will answer calls and operate NCC computer equipment, software, and other technical equipment within the NCC facility and will be responsible for communicating with internal and external information technology service providers in the event of disruptions to infrastructure, telecommunications or software applications.

The NCC Project Manager must be able to demonstrate competency for these essential functions and also ensure staff capability in executing the essential functions.

• Answer a high volume of telephone calls promptly and courteously, maintaining and communicating a positive, supportive voice presence during routine and emergency situations that reflects the mission, vision and values of GardaWorld Security Services.
• Make emergency notifications to proper managerial personnel of any serious incidents following designated escalation and chain-of-command procedure.
• Follow GardaWorld information technology security protocol and policy to protect passwords and confidential information.
• Review activities and provide guidance to remediate proficiency gaps or operational deficiencies of NCC shift dispatchers.
• Review and distribute daily reports using web-based software and email.
• During an emergency or service disruption, coordinate business continuity operations in conjunction with branch management teams, Security Officers, customers, and internal and external technology support suppliers and resources.
• Learn and communicate the strategic importance of NCC services to shift dispatchers.

Job Summary

• Must be able to sit for long periods of time, at least eight (8) hours for a complete work shift.
• Must be able to maintain visual acuity and alertness for long periods of time, especially when viewing video monitors, at least eight (8) hours for a complete work shift.
• Must have manual dexterity sufficient to manage telephones and computer equipment simultaneously.
• Must have excellent communication skills to effectively converse (verbally, personally and in writing) with internal and external customers.
• Must retain a professional, customer-service-focused attitude when dealing with callers.
• Must be able to demonstrate a high level of skill using Microsoft Office applications, Internet browsers, and company provided computers, telephones, and peripherals.
• Must be able to follow instructions, post orders, and client contract requirements as presented or referenced in the context of daily telephone and incident response activities.
• Must exhibit a high level of visual and sensory skills such as those required to maintain alert monitoring of several computer screens comprised of multiple image or data displays to scan for changes, on-screen alerts or displayed messages.
• During and subsequent to an emergency or disaster response at the NCC or in the adjacent community, the NCC Project Manager may be required to remain at the NCC for an extended period of time until additional management or emergency services personnel arrive to sustain on-site operations and may be required to relocate to other facilities to support remote operations for an undetermined period of time.
• The ability to communicate fluently in either Spanish or French or both may be an advantage for future advancement opportunities.

The National Communication Center operates around the clock, seven days a week. This is a full-time, salary, exempt position. Dispatchers work scheduled shifts which may include assignments to work nights and weekend on a fixed or rotating schedule. During unplanned events or emergencies, Dispatchers may be required to support open shifts to ensure the continuity of essential life-safety communications.

Salary: $60,000 + per year

Required Education and Experience

• Minimum high school diploma or equivalent experience.
• Minimum of three years of management experience.
• An associates degree is preferred
• Two years of experience working full-time in a supervisory position in a public safety or customer service call center operation is preferred.

Ideal Skills, Characteristics, & Experiences

• Two+ years’ experience in a fast paced, complex environment.
• Results and people oriented but can balance business considerations
• Display process-driven mentality.
• Highly organized.
• Self-motivated and displays a high sense of urgency.
• Stable progressive work history.
• Excellent communication skills.
• Acts with integrity.
• Resilient and Adaptable.
• Competitive spirit.
• Demonstrated ability to develop relationships at all levels.
• Not afraid to roll up sleeves and get involved in every aspect of the business.
• Must successfully pass an extensive background screening which may include criminal record checks (local, state and federal), drug test, skills assessment test, interviews, and personality profile.

Qualifications

Education