Emergency Response Center Lead: 24/7 Dispatch & Security

Allied Universal; Richardson (TX); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) plan

Eight paid holidays

Job summary

Allied Universal Enhanced Protection Services is hiring an Emergency Response Center Team Lead to oversee monitoring, dispatch, and incident response. You will manage ERC staff, coordinate with clients and subcontractors, and ensure 24/7 site coverage and compliant operations.

The role requires strong leadership, extensive dispatch experience, and a proven ability to maintain high service levels while coordinating complex schedules and reporting.

Qualifications

• High school diploma or equivalent.
• 5+ years of experience in the protective service industry.
• 2+ years of experience in an emergency response or dispatch environment.
• 3+ years 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.

Responsibilities

• Lead ERC operators to process client requests, monitor emergency calls, and dispatch unarmed, armed, and law enforcement officers nationwide; ensure 24/7 staffing coverage.
• Develop and manage officer schedules, coordinating with supervisors, operations managers, subcontractors, and off-duty officers to ensure proper coverage.
• Manage and oversee emergency monitoring systems and ensure timely incident reporting; logging all events and actions taken.
• Maintain complete and accurate records of service requests, officer assignments, and incident responses; ensure compliance with contracts and standards.
• Verify accuracy of timekeeping, payroll, and billing entries; coordinate with payroll and accounting to resolve discrepancies; maintain margins.
• Act as liaison between clients, operations management, and subcontractors; manage service issues and contract compliance.
• Ensure sufficient operator staffing year-round; provide support and escalate as needed.

Skills

Emergency dispatch

Team leadership

Operational coordination

Security operations

Timekeeping payroll

Documentation reporting

Excellent communication

Attention to detail

Education

High school diploma or equivalent

Associate’s degree in Criminal Justice

Tools

Smartsheet

Job description

Allied Universal Enhanced Protection Services is hiring an Emergency Response Center Team Lead to oversee monitoring, dispatch, and incident response. You will manage ERC staff, coordinate with clients and subcontractors, and ensure 24/7 site coverage and compliant operations.

The role requires strong leadership, extensive dispatch experience, and a proven ability to maintain high service levels while coordinating complex schedules and reporting.