Evening Dispatch & Operations Coordinator

Protos Security, Llc; Roanoke (VA); On-site; USD 51,577,000 - 57,308,000; Full time

Job summary

Protos Security, a leading provider of physical security services, seeks a Performance Monitoring Coordinator for the Roanoke, VA area. The Evening Shift (4pm – 12am) handles guard activity, responds to calls, and ensures service continuity for clients.

This role emphasizes strong communication, problem-solving, and customer service in a fast-paced environment. You will coordinate with guards, vendors, and clients to maintain high-quality security operations.

Qualifications

• High school diploma or equivalent required.
• Minimum of one year of experience in dispatch, security operations, customer service, call center operations, or another fast-paced client-facing environment.
• Experience monitoring field operations, coordinating schedules, or supporting remote personnel is preferred.
• Excellent verbal and written communication skills.
• Strong customer service, conflict resolution, and interpersonal skills.
• Proficiency with Microsoft Office and the ability to quickly learn dispatch, scheduling, and proprietary software systems.
• Ability to exercise sound judgment, maintain confidentiality, and work independently while collaborating effectively with cross-functional teams.

Responsibilities

• Serve as the primary point of contact for incoming phone calls and emails from guards, off-duty officers, vendors, clients, and internal partners.
• Monitor guard tours, schedules, and on-site activity to ensure service coverage, compliance with post requirements, and timely response to exceptions.
• Proactively identify attendance and coverage issues, including late arrivals, missed shifts, and no-shows, and coordinate appropriate follow-up with guards, vendors, and internal teams.
• Provide real-time operational support to guards and off-duty officers by answering questions, resolving system issues, and guiding them through established processes.
• Communicate professionally with clients to provide status updates, address service concerns, and ensure service expectations are met.
• Partner with vendors and service providers to resolve staffing, scheduling, and operational issues while maintaining strong working relationships.
• Collect, review, document, and maintain accurate records related to incidents, attendance, service disruptions, and operational activities.
• Accurately document all customer interactions, actions taken, and resolutions in multiple systems while ensuring complete and timely records.
• Prioritize and manage multiple tasks simultaneously in a fast-paced, high-volume dispatch environment.
• Apply established policies, procedures, and service standards to resolve issues while exercising sound judgment and escalating concerns when appropriate.
• Perform other duties as assigned.

Skills

Verbal communication

Written communication

Customer service

Conflict resolution

Interpersonal skills

Microsoft Office

Education

High School Diploma

Tools

Microsoft Office

Dispatch software

Job description

Protos Security, a leading provider of physical security services, seeks a Performance Monitoring Coordinator for the Roanoke, VA area. The Evening Shift (4pm – 12am) handles guard activity, responds to calls, and ensures service continuity for clients.

This role emphasizes strong communication, problem-solving, and customer service in a fast-paced environment. You will coordinate with guards, vendors, and clients to maintain high-quality security operations.