Emergency Response Center Lead Operator

Company Overview:

Elevate your security career with Allied Universal Enhanced Protection Services, a global leader in security and threat mitigation. We specialize in risk consulting, executive protection, intelligence, investigations, and emergency response, offering exciting career opportunities for professionals passionate about security and safety. Join our innovative team committed to excellence in the security industry and make a meaningful impact. Explore key roles, such as executive protection agents, intelligence analysts, armed security operatives, x-ray screeners, and security consultants.

Our risk and consulting group, under Allied Universal Enhanced Protection Services, is hiring an Emergency Response Center Lead Operator. The Emergency Response Center (ERC) Team Lead is responsible for overseeing emergency monitoring, incident response, and officer dispatch operations. This role ensures 24/7 site coverage, accurate scheduling, and timely response to client needs. The Team Lead manages the ERC staff, coordinates with operations and clients, and maintains compliance with contractual and operational standards.

RESPONSIBILITIES:

Lead a team of ERC operators to process client requests, monitor emergency calls, and dispatch unarmed, armed, and law enforcement officers nationwide; ensure 24/7 staffing coverage and serves as the main point of contact during emergencies, call-offs, and site coverage issues
• Develop and manage officer schedules, coordinating with supervisors, operations managers, subcontractors, and off-duty officers to ensure proper coverage. Adjust schedules to respond to call-offs, client requests, and coverage needs in real time
• Manage and oversee emergency monitoring systems and ensures timely incident reporting, logging all events and actions taken; provide continuous phone and email coverage for emergency and service-related communications
• Maintain complete and accurate records of service requests, officer assignments, and incident responses; ensure compliance with client contracts, internal standards, and legal/regulatory guidelines
• Verify accuracy of timekeeping, payroll, and billing entries in automated systems; coordinate with payroll and accounting to resolve discrepancies; maintain payroll and billing accuracy above 98% and ensures gross margins remain at or above 23%
• Act as a liaison between clients, operations management, and subcontractors; manage service issues, including performance concerns and contract compliance; coordinate the removal or replacement of subcontractors when necessary
• Ensure sufficient operator staffing to handle service requests year-round; provide support to ERC staff and clients, resolving urgent issues and escalating as needed

QUALIFICATIONS (MUST HAVE):

• High school diploma or equivalent
• Minimum of five (5) years of experience in the protective service industry
• Minimum of two (2) years of experience in an emergency response or dispatch environment
• Minimum of three (3) years of experience in operational or security coordination roles
• Proven experience managing high-volume, fast-paced service teams
• Strong understanding of security operations and emergency response procedures
• Excellent planning, organization, and leadership skills
• Proficiency in office software and automated scheduling/timekeeping systems
• Strong oral and written communication skills; ability to work effectively in a variety of teams and with people at all levels
• High attention to detail in payroll, billing, and data reconciliation
• Ability to respond and communicate effectively during emergencies or high-stress situations
• Exceptional customer service and problem-solving skills
• Ability to write detailed reports, logs, and documentation

PREFERRED QUALIFICATIONS (NICE TO HAVE):

• Proficiency in Smartsheet application
• Associate's degree in Criminal Justice, Communications, or related field of study

BENEFITS:

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company's 401(k)plan, subject to eligibility requirements
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

Allied Universal is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have difficulty using the online system and require an alternate method to apply or require an accommodation, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.