Security Operations Dispatcher

Protos Security; Roanoke (VA); On-site; USD 25,000 - 28,000; Full time

Job summary

Protos Security is seeking a Performance Monitoring Coordinator in Roanoke, VA. This role serves as the primary contact for guards, off-duty officers, vendors, and clients, ensuring day-to-day field operations run smoothly with timely responses and service continuity.

The position requires strong communication, problem-solving, and customer service skills in a fast-paced environment, with day shift from 8am to 4pm and hourly pay between $18 and $20.

Qualifications

• High school diploma or equivalent required.
• Minimum of one year 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.
• Experience managing high call volumes and responding to time-sensitive situations.
• Excellent verbal and written communication skills.
• Strong customer service, conflict resolution, and interpersonal skills.

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.

Skills

Customer service

Verbal & written communication

Problem solving

Attention to detail

Multi-tasking

Dispatch software

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office

Dispatch software

Job description

Protos Security is seeking a Performance Monitoring Coordinator in Roanoke, VA. This role serves as the primary contact for guards, off-duty officers, vendors, and clients, ensuring day-to-day field operations run smoothly with timely responses and service continuity.

The position requires strong communication, problem-solving, and customer service skills in a fast-paced environment, with day shift from 8am to 4pm and hourly pay between $18 and $20.