Scheduler/Dispatcher (Hybrid) (Security)

The Scheduler/Dispatcher will be responsible for the operational and administrative support functions. The Scheduler/Dispatcher takes calls from internal and external stakeholders and determines the necessary service logistics, communicates, and manages associated workflows, schedules Agents, tracks and reports assignment/project outcomes, and assists with the overall successful delivery and execution of security-related services. This position will have a hybrid work schedule (in office/remote).

Essential Functions:

1. Represent Pinkerton's core values of integrity, vigilance, and excellence.
2. Coordinate services and provides operational and administrative support needs;
   • Answer calls as necessary to assist with the dispatch, scheduling, and reporting of requested services.
   • Manage the associated workflows and assign Agents to specific assignments, as needed.
   • Communicate assignment expectations to all parties involved.
3. Ensure deadlines are met for scheduling, dispatching, and audits of related records.
   • Track and report outcomes of schedules
     1. Sending schedules to requesting individuals/teams.
     2. Receiving and documenting schedule information as directed.
     3. Monitoring schedule outcomes in real-time.
     4. Detecting and preventing schedule deviations through direct contact via phone or other system with Agents and/or Field Supervisors.
     5. Reconciliation of schedule and time records, including real time changes and entries.
   • Tracking, collection, and reporting of additional metrics as assigned.
   • Weekly, Bi-Monthly, and any additional schedule as requested for special projects.
4. Process and prioritize emergency and non-emergency requests for assistance and respond accordingly.
5. Enter, update, and retrieve information from multiple computer systems.
6. Process and maintain a wide variety of files, logs, reports, and forms.
7. Draft incident and quality reports based upon first-hand interaction/direct involvement in events if needed or as directed.
8. Maintain in-depth knowledge of and adhere to the emergency procedures, dispatching procedures, and executive response procedures.
9. Perform metrics tracking, data entry, and electronic reporting.
10. Support all department and Company goals and objectives.
11. All other duties, as assigned.

Education, Experience, and Certifications:

High School Diploma or GED required; some Postsecondary education preferred. Minimum of 2 years of communications (dispatching) and/or security related experience. Customer service experience is a plus. Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives.

Competencies:

• Sound judgment and decision-making ability.
• Able to manage multiple tasks/projects with competing deadlines and priorities.
• Able to carry out responsibilities with little or no supervision.
• Effective written and verbal skills at all levels within the organization and external client representatives.
• Able to work independently and in a fast-paced environment.
• Attentive to detail.
• Able to adapt as the external environment and the organization evolves.
• Client service focused.
• Maintain the highest level of professional appearance and demeanor.
• Serve as an effective team member.
• Computer skills; Microsoft Office.

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;

• Exposure to sensitive and confidential information.
• Regular computer usage.
• Occasional reaching and lifting of small objects and operating office equipment.
• Ability to adjust focus between close and distance vision.
• Frequent sitting.

Pinkerton is an equal opportunity employer to all applicants and positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any protected status by local, state, federal or country-specific law.