Performance Monitoring Coordinator - Overnight Shift

Performance Monitoring CoordinatorReports To: Client Support SupervisorLocation: Roanoke, VA - On siteShift: Overnight Shift, 12am - 8amProtos 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 SummaryWe 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.Essential Duties & ResponsibilitiesServe 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 & ExperienceHigh 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.Experience managing high call volumes and responding to time-sensitive situations.Excellent verbal and written communication skills.Strong customer service, conflict resolution, and interpersonal skills.Ability to remain calm, professional, and solution-oriented during urgent or stressful situations.Strong attention to detail with excellent organizational and documentation skills.Demonstrated ability to prioritize competing demands and effectively manage multiple tasks simultaneously.Proficiency with Microsoft Office and the ability to quickly learn dispatch, scheduling, and proprietary software systems.Ability to exercise sound judgment, maintain confidentiality, and work independently while collaborating effectively with cross-functional teams.Why You'll Love Working With UsAt Protos Security, we are a community of driven professionals working together to make the world safer through technology and service. Here is what you can expect:Purpose Driven Work – Every role contributes to building smarter, more secure environmentsGrowth Opportunities – Mentorship, cross functional projects, and career developmentCollaborative Culture – Open communication, respect, and team first thinkingPeople First Values – Inclusive culture and generous employee supportBenefits Include:Competitive compensationHealth, Vision, Dental, and Life InsuranceEmployee Assistance ProgramFSA / HSA401(k) with employer contributionExcellent Paid Time Off (24 days)Collaborative work environment (and great coffee!)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 sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand, walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell.The employee must occasionally lift and/or move up to 10 pounds.Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status under applicable law.