Performance Monitoring Coordinator - Day Shift
About The Position
We are seeking a Performance Monitoring Coordinator to join our team. This role serves as a primary point of contact for guards, off-duty officers, vendors, and clients. The Performance Monitoring Coordinator plays a critical role in supporting day-to-day field operations by monitoring guard and officer activity, responding to phone calls, and ensuring service continuity for our clients. This position is highly interactive and operational in nature. The role requires strong communication, problem-solving, and customer service skills to provide timely guidance and ensure client needs are met. Our work environment is fast paced, positive and stresses results-oriented growth, requiring strong customer service skills, sound judgment, logistical coordination, and the ability to influence outcomes in a fast-paced environment.
Requirements
- High school diploma or equivalent required.
- Minimum of one (1) year of experience in dispatch, security operations, customer service, call center operations, or another fast-paced, client-facing environment.
- 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.
- Ability to remain calm, professional, and solution-oriented during urgent or stressful situations.
- Strong attention to detail with excellent organizational and documentation skills.
- Demonstrated ability to prioritize competing demands and effectively manage multiple tasks simultaneously.
- 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.
Nice To Haves
- Experience monitoring field operations, coordinating schedules, or supporting remote personnel is preferred.
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.
Benefits
- Competitive compensation
- Health, Vision, Dental, and Life Insurance
- Employee Assistance Program
- FSA / HSA
- 401(k) with employer contribution
- Excellent Paid Time Off (24 days)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
