CTC Administrative Manager

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Established in 1990 by law enforcement professionals Amy and Michael S. Walden, CPP, Walden Security is a privately-held, family-owned and operated company, and has grown to become one of the largest and most respected security services firms in the United States. Headquartered in Chattanooga, Tennessee with over 8,500 employees, Walden Security provides integrated contract security services through physical and virtual guarding to commercial and government clients in all 50 states as well as Washington, D.C., Puerto Rico, The U.S. Virgin Islands, Guam, and The Northern Mariana Islands. Walden Security is also the nation's largest WBENC-Certified Women's Business Enterprise specializing in security services, one of the nation's only security firms with an ISO® 9001:2015 Certified Quality Management System and is a Top 125 Training Apex Award recipient for the last five consecutive years.

We're a family-owned and operated business, and that's how we treat our employees: like family — because we know that by taking care of our people, they, in turn, will take better care of our clients.

Right now, we're seeking inspired, motivated, and customer service-oriented people to add to our team. Walden Security welcomes a diversity of professional backgrounds, and we'll make sure you have the support and training you need to be successful.

We offer every employee — from executive managers to administrative support to security professionals — unique and generous benefits, as well as opportunities for career growth.

SUMMARY: The Central Technology Center (CTC) CTC Administrative Manager plays a crucial role in overseeing the operations of the CTC, working closely with CTC Operators and reporting to the CTC Manager. As the CTC Administrative Manager, you will be responsible for managing your assigned shift, ensuring compliance with Qualifying Agent (QA) standards, tracking, and handling operators' licenses, and providing support to the CTC Operators when needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supervise and manage the assigned shift within the Central Technology Center, ensuring smooth operations and adherence to established procedures.
• Work closely with CTC Operators, providing guidance, support, and addressing their questions and concerns.
• Monitor and track operators' licenses, ensuring they hold a current Qualifying Agent (QA) license for the CTC.
• Handle the administrative tasks related to operators' licenses, including renewals, updates, and maintaining accurate records.
• Ensure compliance with regulatory requirements and quality assurance standards within the CTC, conducting periodic audits and inspections.
• Collaborate with the CTC Manager and other supervisors to develop and implement strategies for process improvement and operational efficiency.
• Assist in training and onboarding new CTC Operators, ensuring they receive proper guidance and support.
• Be available on-call bi-weekly to address operators' questions, concerns, and handle any shift call-offs or emergencies.
• Foster a positive and inclusive work environment, promoting teamwork, effective communication, and a culture of continuous improvement.
• Keep up to date with industry trends, technologies, and best practices relevant to the CTC operations, and recommend enhancements when necessary.
• Conducts video investigations when requested by Operations or clients.
• Compiles and delivers a variety of reports to necessary parties.
• Performs other security-related functions as directed by management and the clients.
• Access to WinTeam Schedules to adjust, submit PTO, and update the absent Tracker.
• Routine meetings with Director and Manager.
• Responsive external conversations with the client.
• Addresses any billing and payroll issues that may arise;
• Compiles and delivers a variety of reports to necessary parties;
• Performs other security-related functions as directed by management and the clients.
• Handles Licenses and license tracking.
• Making sure CTC complies with QA

CTC Administrative Manager RESPONSIBILITIES: This job supervises CTC Operators and investigate any video request from clients and running reports on performance and alarm handling. Training new Operators. This job is subject to the supervision of CTC Operators and Training. Keeping track of Alarm Handling license and being compliant.

COMPETENCY: To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Works well in group problem solving situations; Uses reason even when dealing with emotional topics;
• Technical Skills;
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments;
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control;
• Oral Communication - Speaks English language clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings;
• Written Communication - Writes English language clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information;
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce;
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values;
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time;
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment;
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments;
• Quality - Demonstrates accuracy and thoroughness;
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly;
• Adaptability - Able to deal with frequent change, delays, or unexpected events;
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time;
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions;
• Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan. Follows through on commitments;
• Quality - Demonstrates accuracy and thoroughness;
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly;
• Adaptability - Able to deal with frequent change, delays, or unexpected events;
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time;
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

QUALIFICATIONS: 1. High school diploma or equivalent. Additional relevant certifications or vocational training are a plus. 2. Previous experience in a supervisory role, preferably in a technology-centered or operations environment. 3. Strong leadership skills with the ability to motivate and guide a team effectively. 4. Knowledge of Qualifying Agent standards and processes, preferably with experience in maintaining compliance. 5. Familiarity with Central Technology Center operations and the responsibilities of CTC Operators. 6. Excellent organizational and time management abilities, capable of prioritizing tasks and meeting deadlines. 7. Strong communication and interpersonal skills, with the ability to collaborate effectively with diverse teams. 8. Detail-oriented mindset with the ability to maintain accurate records and track licenses effectively. 9. Problem-solving aptitude and the ability to make sound decisions under pressure. 10. Flexibility to work different shifts as required, including

EDUCATION AND/OR EXPERIENCE: Minimum of 1 year of customer service experience. Prefer 1 year of experience with other remote, dispatch, or alarm monitoring like company. Minimum of 5 years of Supervisor or Lead positions Prior camera and/or alarm integrator experience is a plus. High School Diploma required or GED Tennessee Alarm Monitoring License or ability to obtain. CompTIA would be a plus or able to require a certification. Currently hold a Qualifying Agent License

LANGUAGE SKILLS: Ability to read and comprehend simple instructions, short correspondence, and memos using the English language. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Bilingual is a plus.

MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

COMPUTER SKILLS: Ability to type at least 45 wpm. Proficient in Microsoft Windows 10 and Microsoft Office Products, including Outlook.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, ability to adjust focus and ability to see and distinguish basic colors.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

OTHER TASKS: This reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

We offer every employee — from executive managers to administrative support to security professionals — unique and generous benefits, as well as opportunities for career growth.

So if you're ready to embark on a meaningful career with one of the nation's most dynamic and fastest growing security companies, apply with Walden Security today.