Operations Control Center (OCC) Coordinator / Dispatcher – U.S. Security Company

We are a growing U.S.-based security services company seeking dependable and highly attentive Operations Control Center (OCC) Coordinators / Dispatchers to join our remote operations team.
Our OCC serves as the central point of communication and monitoring for security personnel, client sites, field supervisors, and security service partners.
This is not a general Virtual Assistant position.
We are looking for individuals who are calm under pressure, communicate professionally, follow procedures carefully, and can recognize and respond to operational problems quickly.
Multiple candidates will be hired to provide continuous 24/7 OCC coverage.
Key Responsibilities
Security Personnel Monitoring
Monitor scheduled security shifts
Verify officer clock-ins and clock-outs
Identify late arrivals, missed shifts, and no-shows
Contact officers regarding attendance issues
Coordinate routine call-outs and replacement coverage
Monitor upcoming shifts and staffing requirements
Maintain accurate operational logs
Escalate unresolved staffing issues according to company procedures
Dispatch & Communication
Serve as a primary communication point for security personnel during assigned shifts
Answer incoming calls and operational messages
Communicate with officers, supervisors, management, vendors, and other authorized personnel
Receive and document call-outs, i ---------- , complaints, and operational concerns
Provide accurate information based on company procedures and site instructions
Escalate serious or unusual situations immediately when required
I ---------- Monitoring
Receive initial reports of security i ----------
Record important facts and information
Ensure required i ---------- reports are submitted
Notify management according to established escalation procedures
Maintain confidentiality regarding sensitive i ---------- and employee matters
OCC personnel are not expected to independently investigate serious HR, legal, or employee-relations matters. Their responsibility is to properly receive, document, protect immediate safety when necessary, and escalate the matter to the appropriate manager.
Client & Vendor Monitoring
Monitor client and vendor portals
Verify scheduled coverage at subcontracted locations
Confirm vendor personnel have arrived as required
Follow up on missing check-ins or service exceptions
Communicate routine operational information to security partners
Document vendor performance issues
Escalate unresolved problems to the Operations Manager
Reporting & Documentation
Maintain detailed OCC shift logs
Document attendance issues and operational exceptions
Track unresolved matters through completion
Review required Daily Activity Reports and i ---------- documentation
Complete end-of-shift reports
Conduct proper handoffs between incoming and outgoing OCC coordinators
Shift Handoff
Operational continuity is extremely important.
OCC personnel are expected to properly brief the incoming coordinator regarding:
Active security posts
Open staffing issues
Call-outs
Late or missing officers
Active i ----------
Pending client or vendor matters
Outstanding follow-ups
Any issue requiring continued monitoring
The outgoing coordinator is responsible for ensuring important information is not lost between shifts.
Escalation Responsibilities
OCC is expected to resolve routine operational matters according to established company SOPs.
Serious situations must be escalated immediately.
Examples may include:
Violence or credible threats
Serious injury
Weapons or firearm i ----------
Major police involvement
Serious security breaches
Critical uncovered security posts
Significant client emergencies
Serious employee safety concerns
Major i ---------- with potential legal or financial exposure
Training and clear escalation procedures will be provided.
Qualifications
Excellent spoken and written English
Strong attention to detail
Excellent communication skills
Calm and professional under pressure
Strong judgment and problem-solving ability
Comfortable speaking with U.S.-based employees and personnel
Able to follow detailed SOPs and escalation procedures
Comfortable handling multiple systems and tasks simultaneously
Strong computer and internet skills
Dependable and punctual
Able to work with minimal supervision
Comfortable working assigned U.S.-based schedules
Reliable computer
Reliable high-speed internet connection
Backup internet connection
Quiet and professional home workspace
Preferred Experience
Preference will be given to candidates with experience in:
Dispatch operations
Security dispatch
BPO / call-center operations
Workforce coordination
Scheduling
Logistics dispatch
Customer service
Monitoring or command-center operations
Remote operations
U.S.-based customer support
Previous security-industry experience is preferred but not required.
We can teach security-specific procedures. We place greater importance on reliability, communication, attention to detail, judgment, professionalism, and the ability to follow procedures consistently.
Schedule Requirements
This is a 24/7 operation, and different team members will be assigned different coverage schedules.
Available schedules may include:
Day shifts
Evening shifts
Overnight shifts
Weekends
Holidays
Applicants should be comfortable maintaining a consistent assigned schedule.
Because uninterrupted coverage is essential, attendance and punctuality are extremely important for this position.