Shift Manager Security - Overnight Shift

Shift Manager Security

The Shift Manager Security oversees and coordinates the activities of the dispatch center and dispatch personnel; assigns and delegates work projects; schedules team members to ensure and maintain proper team staffing levels; conducts performance management including evaluating work performance, coaching, and mentoring; implements corrective action for performance and conduct issues. The Shift Manager Security has the ability to perform the full range of dispatch duties in addition to overseeing the dispatch center operations. Duties are in support of public safety, providing for the protection, safety of team members, and visitors.

Essential Duties & Responsibilities

Manages team members to include : prioritizing and assigning work; conducting performance evaluations; ensuring team members are fully trained; and making hiring, termination and disciplinary recommendations.

Manages, assigns, reviews and participates in the work of dispatchers who receive and process emergency and non-emergency calls; monitors phone and radio traffic to ensure procedural compliance; reviews report information entered into the computer system; conducts quality assurance feedback and coaching sessions with assigned team members at regular intervals.

Communicates with the public, subordinates, peers, supervisors; interprets, explains and answers operational and procedural questions, handles concerns from guests, team members and vendors; completes notifications to appropriate groups or persons.

Operates and monitors sophisticated communications systems : Everbridge Notification and Radio System while maintaining a thorough working knowledge of the Records Information Management System (RIMS).

Assesses team members' compliance with procedure, assists in development of team member skills and abilities by providing constructive criticism, recognition and corrective action when necessary; conducts quality assurance feedback and coaching sessions with assigned team members at regular intervals; provides both verbal and written feedback involving the discipline process. Initiates commendations where appropriate.

Represents the department publicly and serves as a key representative of the Palms Security to guests, team members and vendors.

Assures that operating procedures and policies are current and adhered to.

Handles guest inquiries and complaints by telephone or in person, ensuring a high level of customer service and positive relations with the general public.

Receives, investigates complaints against personnel and submits recommendations to affect any disciplinary action when appropriate.

Assists in coordination of team members regarding operations to identify and resolve operational problems.

Provides technical expertise to departmental team members on communications technology and ensures appropriate training of team members.

Reviews statistical data which outlines center and team member performance; adjusts schedules (breaks / lunch) as necessary to achieve performance goals.

Instructs new and existing team members in the classroom and / or briefing on policy and procedure.

Remains current on job specific procedures through attending training courses in order to apply appropriate methodologies.

Interacts with a variety of individuals to establish and maintain effective public relationships.

Deals with the public courteously in order to establish and maintain effective public and customer relations.

Analyzes situations promptly and accurately; quickly adopts prompt, effective and reasonable courses of action with due regard to surrounding hazards and circumstances.

Consistent and regular attendance is an essential function of this job.

The Security Shift Manager may be required to successfully complete a TASER Certification Course; carry and maintain proficiency in the use of the equipment.

Other duties as assigned.

Supervisory Responsibilities

Directs and supervises assigned Palms Security personnel. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training team members, planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

Education / Experience / Qualifications

Minimum of two years supervisory / leadership experience.

Experience in leadership and supervisory principles and methods related to small team or shift operations, preferably in a public safety dispatch environment.

Remain calm under stressful conditions, exercise reasonable judgment, promptly and accurately analyze situations; quickly adopt prompt, effective, and reasonable course of action, taking into account hazards faced by responding personnel.

Remain current with all policies and procedures currently in place within Palms Security especially relating to the Dispatch Center.

Apply a high level of initiative, discretion and judgment as a shift supervisor when dealing with tasks and personnel.

Willingness to work any assigned shift including weekends and holidays.