Command Center Manager

Role Description

The Command Center Manager is responsible for organizing, planning, managing, scheduling, staffing, and setting goals for the 24/7 Command Center operations for the contract assigned. The Command Center Manager will track work orders closely in the MVM's proprietary system to ensure accurate information is captured, run reports, and recommend process/systems improvements. This position will function as the point of contact for Site Managers and will interact with the client, as needed.

• Implement and enforce company’s and clients’ policies and procedures.
• Ensure Command Center contacts Sponsors and confirm Sponsors’ location and phone number prior to making travel arrangements for Field Specialists.
• Ensure accurate and consistent data collection to support real-time operational decision-making.
• Perform data quality and analysis of company’s Power BI reports.
• Perform routine quality control checks and random audits on emails, work orders, and travel information.
• Develop, establish, and track Command Center deliverables and goals.
• Monitor employee schedules and workflow based on activity volume.
• Identify patterns, trends, and monitor performance.
• Identify and recommend process improvements, including training for staff.
• Monitor, control and report budget expenditures and other financial records.
• Assist company stakeholders with reviewing unused airline tickets.
• Responsible for the overall accuracy of case work orders completed in the MVM proprietary system.
• Review monthly car service invoices for validity and compliance.
• Review hotel charges report for “no shows” or “cancellations.”
• Responsible for staff recruiting, performance evaluations, training, and development.
• Assist in creating and delivering Command Center training materials.
• Manage new employee onboarding process in coordination with People Services.
• Responsible for implementing and overseeing disciplinary actions.
• Identifies performance/behavioral issues and/or violations of policies.
• Provides daily transportation activity report to MVM management and client.
• Approves time sheets, sick leave/vacation in a timely manner.
• Collaborate with other departments as needed.
• Conduct audits and compliance checks via Verizon Connect.
• Other duties as assigned.

Qualifications

• Possess a bachelor’s degree from an accredited university (an associate degree with two or more years of extra relevant experience may be substituted).
• Have at least two years or more of documented experience in a related field.
• 2 years’ experience managing employees in a 911 dispatch, command center, call center, or similar program environment.
• Able to foster strong business relationships with internal and external customers.
• Ability to prioritize work, meet stringent deadlines, and balance multiple tasks.
• Ability to leverage technology to manage contract requirements and improve processes.
• Strong attention to detail.
• Ability to deliver the highest quality of work under extreme pressure.
• Strong oral, written, and interpersonal communication skills.
• Committed to providing outstanding customer service.
• Must have investigative, analytical skills and report writing experience.
• Must possess strong computer skills in MS Office.
• Must be accessible by mobile phone 24/7/365.

Requirements

• Bilingual in English and Spanish preferred.
• This position requires a flexible schedule to support a 24/7/365-day operation.
• Must be a U.S. Citizen.
• Ability to obtain/maintain a Security Clearance.
• Favorable credit check.
• Successfully pass a background investigation and drug screen.
• May be required to pass or present specific requirements depending on the position.

Physical Requirements/Working Conditions

• Must have mobility to attend meetings with other managers and employees.
• Climbing/Stooping/Kneeling: 0% - 10% of the time.
• Lifting/Pulling/Pushing: 0% - 10% of the time, must be able to lift to 40 lbs.
• Must be able to write, type and use a telephone system 100% of the time.
• Sitting for prolonged and extended periods of time.