Emergency Response Center Operator

About the role

Allied Universal's risk and consulting group, part of its Enhanced Protection Services division, is hiring an Emergency Response Center Operator in Richardson, Texas. The operator monitors and coordinates emergency response, handles emergency dispatching and incident reporting, keeps real-time schedules and coverage of security personnel, manages client requests and coordinates the deployment of officers for routine and emergency needs. Hours and shifts can vary with workload.

Key responsibilities

• Monitor and coordinate emergency response, including dispatching unarmed, armed and law enforcement personnel nationwide
• Ensure 24/7 site coverage by managing scheduling, staffing needs and responding to call-offs, emergencies and client requests
• Create, maintain and adjust officer schedules to meet contractual requirements and pay/bill ratios
• Act as the central communication hub for service requests by phone and email, including support for remote posts
• Manage and update scheduling and resource management systems so operational data is accurate
• Assess requests in real time and choose coverage solutions based on client needs
• Maintain complete documentation for all requests to support operations, payroll and billing
• Review payroll and billing data and work with internal teams to resolve discrepancies
• Collaborate with operations managers, officers, subcontractors and clients on service, scheduling and performance issues
• Support regional and global monitoring efforts and urgent operational needs

Required profile

• High school diploma or equivalent
• At least 3 years of experience in the protective services industry
• At least 3 years of experience in an emergency response or dispatch environment
• Strong understanding of security operations and emergency response procedures, able to work under pressure
• Excellent organizational, planning and analytical skills, and strong communication and customer service skills

Required skills

• Proficiency in computer systems and office productivity tools, including Microsoft Office and Smartsheet
• Preferred: college degree in Criminal Justice, Communications or a related field

What we offer

• Medical, dental, vision, basic life, AD&D, retirement plan and disability insurance
• Paid time off at 1 hour per 25 hours worked, eight paid holidays (subject to eligibility)
• Employee Assistance Program and employee discounts through a perks program