Monitoring Coordinator - Day Shift

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Full Time Support
- Coordin Roanoke, VA, US

Salary Range: $18.00 To $20.00 Hourly

Reports To: Client Support Supervisor

Shift: Day Shift, 8am - 4pm

Company Overview

Protos Security, a subsidiary of Security Services Holdings, is one of the nation’s leading providers of physical security services. Headquartered in Norwalk, Connecticut, Protos delivers security guarding and off-duty law enforcement solutions across the United States, supported by offices throughout the U.S. and international locations in Canada and the United Kingdom.

By combining experienced security professionals, responsive service and purpose-built technology, we provide clients with greater visibility, accountability and control over their security programs. We are raising the standard for how physical security is managed and delivered, helping protect people, property and communities.

Position Summary

We are seeking a Performance Monitoring Coordinator
to join our team. This role serves as a primary point of contact for guards, off-duty officers, vendors, and clients. The Performance Monitoring Coordinator plays a critical role in supporting day-to-day field operations by monitoring guard and officer activity, responding to phone calls, and ensuring service continuity for our clients.

This position is highly interactive and operational in nature. The role requires strong communication, problem-solving, and customer service skills to provide timely guidance and ensure client needs are met. Our work environment is fast paced, positive and stresses results-oriented growth, requiring strong customer service skills, sound judgment, logistical coordination, and the ability to influence outcomes in a fast-paced environment.

• Serve as the primary point of contact for incoming phone calls and emails from guards, off-duty officers, vendors, clients, and internal partners.
• Monitor guard tours, schedules, and on-site activity to ensure service coverage, compliance with post requirements, and timely response to exceptions.
• Proactively identify attendance and coverage issues, including late arrivals, missed shifts, and no-shows, and coordinate appropriate follow-up with guards, vendors, and internal teams.
• Provide real-time operational support to guards and off-duty officers by answering questions, resolving system issues, and guiding them through established processes.
• Communicate professionally with clients to provide status updates, address service concerns, and ensure service expectations are met.
• Partner with vendors and service providers to resolve staffing, scheduling, and operational issues while maintaining strong working relationships.
• Collect, review, document, and maintain accurate records related to incidents, attendance, service disruptions, and operational activities.
• Accurately document all customer interactions, actions taken, and resolutions in multiple systems while ensuring complete and timely records.
• Prioritize and manage multiple tasks simultaneously in a fast-paced, high-volume dispatch environment.
• Apply established policies, procedures, and service standards to resolve issues while exercising sound judgment and escalating concerns when appropriate.
• Perform other duties as assigned.

Qualifications & Experience

• High school diploma or equivalent required.
• Minimum of one (1) year of experience in dispatch, security operations, customer service, call center operations, or another fast-paced, client-facing environment.
• Experience monitoring field operations, coordinating schedules, or supporting remote personnel is preferred.
• Experienc…