Director, Dispatch Operations

SINGLE SOURCE SECURITY LLC•Roanoke, VA

5h•Onsite

About The Position

Protos Security is seeking a strategic, dynamic and results – oriented Director, Dispatch Operations to lead our Support Call Center Operations team in Virginia. This role is responsible for driving operational excellence, optimizing performance through data, and leading high-performing teams in a fast-paced, 24/7 environment. The ideal candidate is a decisive and emotionally intelligent leader who thrives under pressure, balances data with human judgment, and fosters a culture of accountability, collaboration, and continuous improvement. This position is based in the Roanoke Service Center and reports directly to the Divisional Vice President, National Operations.

Requirements

Bachelor’s degree in business management, data, IT, or related field preferred.
5 years’ experience in a call center or like environment. Demonstrated success in process efficiencies, and data driven management.
Proven success driving performance improvements through data and process optimization.
Methodical and systematic approach to work and the ability to apply logic to processes.
Advanced analytical and problem-solving capabilities.
Intermediate proficiency in Microsoft Office Suite, especially Excel (formulas, data analysis, reporting)
Strong analytical and problem-solving skills.
Process driven, detailed oriented and highly organized.
Excellent written and verbal communication skills.
Strong critical thinking and decision-making ability.

Responsibilities

Lead all dispatch and call center operations, ensuring consistent, high-quality service delivery.
Develop and execute strategies that improve efficiency, scalability, and operational performance.
Align dispatch operations with broader company growth initiatives and long-term strategy.
Identify opportunities for technology enhancements, automation, and process optimization.
Establish, monitor, and continuously refine KPIs (e.g., SLAs, response times, operational metrics, QA scores).
Analyze data to identify trends, risks, and performance gaps.
Drive data-informed decision making and implement corrective actions to improve outcomes.
Lead response efforts during critical incidents with calm, decisive leadership.
Make rapid, high-quality decisions in ambiguous and high-pressure situations.
Coordinate cross-functional teams to ensure effective incident resolution.
Conduct post-incident reviews to strengthen processes and prevent recurrence.
Build, mentor, and lead a high-performing team of managers, supervisors, and dispatch professionals.
Establish clear performance expectations and accountability standards.
Coach leaders effectively, address performance issues proactively, and build bench strength.
Establish and enforce high standards for quality, accuracy, and professionalism.
Drive continuous improvement initiatives to enhance efficiency and client experience.
Ensure adherence to SOPs while empowering leaders to exercise sound judgment.
Partner with Sales, Client Account Management, Vendor Management, Quality, HR, Finance and Accounting teams to achieve shared goals.
Support client and vendor issue resolution and ensure commitments are delivered within resource constraints.
Build strong relationships across departments and with clients to improve service outcomes.
Ensure optimal staffing levels and planning in a 24/7 operational environment.
Balance operational demands with employee well-being and sustainability.
Monitor team performance and morale, proactively addressing burnout risks.
Uphold the highest standards of integrity, ethics, and professionalism.
Ensure all operations align with company policies, procedures, and regulatory requirements.