ESC Operator

Surefox North America•Mountain View, CA

5d•$41•Onsite

About The Position

Surefox North America Inc is a veteran owned company that strives to create a diverse and unique culture of trained and talented individuals. We are currently seeking an experienced full-time ESC Operator with leadership experience and strong organizational skills who can join our team. Your primary duties will include performing tasks under the supervision and leadership of the Osprey Hardware Program Manager in order to successfully manage and support current and future programs in accordance with client and/or Surefox leadership directives. Your secondary duties will include assisting with & compiling administrative work for other programs to support accurate record-keeping and timely completion in line with company standards. You are expected to have a strong work ethic demonstrated by setting high standards of performance, as well as be able to interact in a professional and respectful manner with fellow employees, employees of our clients, and members of the public. As we encourage veterans and candidates that are currently in the military reserve to apply, we welcome all who share the same passions for protection as we do. We are not offering visa sponsorship for this position at this time. Base Hourly rate: $41.44

Requirements

Must be eligible for employment within the United States
On site duty requirement
Must be willing to work in a Surefox office location, either San Francisco or Sunnyvale
Must be able to work weekends, holidays, and adjust schedule as needed to meet operational demands
Must be willing and able to travel to client/company sites as needed
Due to the nature of the role, flexible time away is not available. Coordinated time off with counterparts is essential to ensure continuous coverage.
Must have Associates Degree or equivalent
2-5 years of work experience in program/project management or similar role
Must be able to pass an extensive background check and drug screening (Surefox will consider for employment qualified applicants with criminal histories in a manner consistent with all requirements of State and local laws, regulations or codes)
Must display a high degree of proficiency with G-Suite & Microsoft Office
Experience interfacing with clients & providing long-term solutions in support of physical security operations
Excellent written & interpersonal communication skills that can be applied across the organization to include the executive team
Ability to effectively communicate with people at all levels and from various backgrounds
Must have good judgment skills with the ability to make timely and sound decisions
Ability to react to last-minute changes and resolve unexpected issues promptly
Ability to remain onsite or respond after-hours to emergencies as needed
Ability to work independently and as a team member
Must have reliable means of transportation

Nice To Haves

Military background is a plus
Experience in working with Director Level Employees and Up
4-Year Bachelor’s Degree or Project Management Professional (PMP) Certification
Experience with timekeeping, billing & invoicing software, and CRM platforms is preferred.

Responsibilities

Serve as an ESC Operator for designated shifts, providing real-time monitoring and response.
Provide administrative and program support to guard forces across accounts Receive incoming calls to the ESC to assist with all aspects of Hardware staffing needs (RST, EP, ODO)
Collaborate on developing and implementing policies and procedures for the ESC
Design and deliver comprehensive training programs for ESC personnel.
Ensure accurate timekeeping records for all Hardware personnel and create audit reports to identify discrepancies
Conduct timecard closeouts, including reviews for early, late, or empty timecards.
Utilize timekeeping data to inform recruitment and retention strategies.
Analyze attendance data and schedules to ensure optimal coverage across programs.
Independently develop and manage complex projects, or take on those assigned by senior management
Exercise judgment and offer insight for operational and strategic decisions
Provide detailed reports and relevant Key Performance Indicator (KPI) metrics to leadership, and assist with the creation and delivery of Quarterly Business Reports (QBRs) for accounts assigned to the GSOC.