Assistant MaRC Manager

Allied Universal • Richardson, TX

7d

About The Position

Allied Universal® is hiring an Assistant MaRC Manager for its Monitoring and Response Center (MaRC). The Assistant Manager monitors assigned customers, documents activity, contacts support systems during emergencies, and provides leadership and support to operators on the designated shift. The role also helps ensure the shift meets or exceeds its goals and objectives.

The Assistant MaRC Manager coaches operators, supports training and quality processes, assists with scheduling and timesheets, responds to customer inquiries, and contributes to operational reporting and continuous improvement. When needed, the manager performs Security Intervention Specialist or Customer Service Representative work to meet high-volume demands. The role also supports shift meetings, company events, policy improvements, and development of new customer sites.

Allied Universal Technology Services integrates security technology—including video surveillance, electronic access control, alarm monitoring, and augmented solutions—with physical security.

Requirements

• High school diploma or equivalent, such as a GED.
• At least four years of law enforcement, security, military, or call center experience.
• Prior supervisory experience.
• Ability to identify problems, apply security training and procedures, and execute those procedures.
• Ability to read and interpret documents such as security logs, post orders, and other security correspondence.
• Excellent oral and written communication skills in English, including the ability to direct, control, or assist others during a crisis.
• Ability to take initiative, prioritize multiple competing assignments, and manage deadlines effectively.
• Highly organized and able to keep executives on track with required information available at all times.
• Proficiency in all Microsoft Office applications.
• Professional and articulate, with good independent judgment and discretion.

Nice To Haves

• Previous experience troubleshooting CCTV security systems.

Responsibilities

• Provide coaching and feedback to operators; edit work documents before finalization; identify training needs to ensure alarm panels, video alarms, burglary and fire alarms, and monitoring center operations are accurate and meet goals and deadlines; develop and implement training materials.
• Answer questions about interpreting data to be keyed or verified.
• Investigate and professionally resolve inquiries and complaints requiring management-level intervention.
• Assist with reviewing and completing weekly timesheets and scheduling specialists.
• Respond to customer inquiries.
• Compile and review daily and weekly reports to ensure quality and productivity standards are maintained, and implement processes to improve work quality.
• Maintain team-oriented relationships with other departments to support company goals and objectives.
• Perform Security Intervention Specialist or Customer Service Representative duties when necessary to meet high-volume demands.
• Schedule and facilitate shift meetings and attend company training and seminars.
• Assist with coordinating company functions, promotional events, employee reward and recognition programs, and meetings.
• Maintain working knowledge of company policies and procedures and recommend improvements as needed.
• Assist with new-site development, including forms, maps, virtual patrol routes, contact information, and vulnerabilities.
• Monitor assigned customers, document activity, contact support systems during emergencies, and provide leadership and support to operators on the designated shift.
• Ensure goals and objectives are met or exceeded on the designated shift.

Benefits

• Medical, dental, and vision insurance.
• Retirement plan.
• Basic life, AD&D, and disability insurance.
• Eight paid holidays annually, five sick days, and four personal days.
• Vacation accrued at 3.08 hours biweekly; unused vacation is paid out only where required by law.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED