Call Center Manager ERC

Company Description Post Alarm Systems has always been a local, family-owned company. As a privately held, third generation family business, Post Alarm Systems provides Alarm and Patrol Services to communities, neighborhoods and homeowners since 1956. Headquartered in the vibrant San Garbiel Valley Area, Post Alarm Systems values teamwork, integrity, and proactive problem-solving. Our team is committed to creating safer communities through effective planning and action. Role Description We are a performance-driven security and surveillance organization operating within a regulated, compliance-sensitive environment. Our Emergency Response Center (ERC) serves as the frontline of customer support in a high-volume inbound setting, managing alarm response, patrol dispatch, and live video monitoring, all of which directly impact client safety, response times, and overall operational efficiency. We are seeking an experienced Emergency Response Center Manager to lead a 24/7 operation, bringing structure, accountability, and disciplined execution to drive measurable performance improvements across staffing, coaching, and revenue-focused KPIs. Responsibilities Strong Supervisory Skills for leading and managing response teams effectively Own overall ERC performance, including call volume metrics, productivity, quality standards, and data-driven KPIs. Lead and develop the ERC team (supervisors, trainers, data entry staff, and operators), establishing clear accountability and performance expectations at every level. Oversee real-time operations across alarm monitoring, patrol dispatch coordination, and video surveillance workflows, ensuring rapid and accurate response to incidents. Implement structured coaching frameworks to improve performance, enhance closing effectiveness, and ensure consistency in call quality. Oversee workforce planning, scheduling strategy, and capacity modeling to align staffing with call volume demands. Drive operational discipline through reporting, dashboards, and performance analytics using systems such as TRM, Sedona, Destiny, Samsara, and other contact center technologies. Establish a structured feedback loop with Patrol, Service, and other departments, using call analytics and conversion data to inform optimization, forecasting, and quality improvements. Ensure strict adherence to response protocols, escalation procedures, and compliance standards related to alarm handling, emergency response, and dispatch operations. Resolve client concerns and complaints in a timely and professional manner. Maintain 24/7 coordination with the Patrol Department to address client needs and issues. Partner cross-functionally with leadership to improve quality, conversion outcomes, and operational efficiency. Establish and enforce quality assurance standards, scripting adherence, and compliance protocols within a regulated environment. Identify process gaps and implement scalable improvements across training, onboarding, and performance management. Qualifications 8+ years of progressive leadership experience in high-volume contact/call center or real

• time operations environments, including oversight of layered management structures.

Experience working within regulated or compliance-sensitive industries such as security and surveillance, emergency response, or similarly structured sectors. Proven track record of leading teams of 20+ employees through periods of operational complexity and performance transformation. Experience in alarm monitoring, emergency dispatch, patrol operations, or video monitoring environments strongly preferred. Strong systems proficiency, with hands-on experience in contact center and/or monitoring technologies (e.g., TRM, Sedona, Destiny, Samsara, or similar platforms) to support data-driven decision-making. Executive presence with the ability to communicate effectively with senior leadership while driving accountability across multiple levels of the organization. Experience in our industry and/or with our software systems is a plus; however, we are open to candidates from other industries.

Compensation Salary range:

$85k

• 105k, Our Benefit package consist of

Medical, Dental, Vision Pay:

$85,000.00

• $105,000.

00 per year

Benefits:

401(k) Dental insurance Paid time off

Work Location:

In person Call Center Manager ERC Arcadia, CA 91006 $85,000

• $105,000 a year
• Full-time $85,000
• $105,000 a year
• Full-time Company Description Post Alarm Systems has always been a local, family-owned company.

As a privately held, third generation family business, Post Alarm Systems provides Alarm and Patrol Services to communities, neighborhoods and homeowners since 1956. Headquartered in the vibrant San Garbiel Valley Area, Post Alarm Systems values teamwork, integrity, and proactive problem-solving. Our team is committed to creating safer communities through effective planning and action. Role Description We are a performance-driven security and surveillance organization operating within a regulated, compliance-sensitive environment. Our Emergency Response Center (ERC) serves as the frontline of customer support in a high-volume inbound setting, managing alarm response, patrol dispatch, and live video monitoring, all of which directly impact client safety, response times, and overall operational efficiency. We are seeking an experienced Emergency Response Center Manager to lead a 24/7 operation, bringing structure, accountability, and disciplined execution to drive measurable performance improvements across staffing, coaching, and revenue-focused KPIs. Responsibilities Strong Supervisory Skills for leading and managing response teams effectively Own overall ERC performance, including call volume metrics, productivity, quality standards, and data-driven KPIs. Lead and develop the ERC team (supervisors, trainers, data entry staff, and operators), establishing clear accountability and performance expectations at every level. Oversee real-time operations across alarm monitoring, patrol dispatch coordination, and video surveillance workflows, ensuring rapid and accurate response to incidents. Implement structured coaching frameworks to improve performance, enhance closing effectiveness, and ensure consistency in call quality. Oversee workforce planning, scheduling strategy, and capacity modeling to align staffing with call volume demands. Drive operational discipline through reporting, dashboards, and performance analytics using systems such as TRM, Sedona, Destiny, Samsara, and other contact center technologies. Establish a structured feedback loop with Patrol, Service, and other departments, using call analytics and conversion data to inform optimization, forecasting, and quality improvements. Ensure strict adherence to response protocols, escalation procedures, and compliance standards related to alarm handling, emergency response, and dispatch operations. Resolve client concerns and complaints in a timely and professional manner. Maintain 24/7 coordination with the Patrol Department to address client needs and issues. Partner cross-functionally with leadership to improve quality, conversion outcomes, and operational efficiency. Establish and enforce quality assurance standards, scripting adherence, and compliance protocols within a regulated environment. Identify process gaps and implement scalable improvements across training, onboarding, and performance management. Qualifications 8+ years of progressive leadership experience in high-volume contact/call center or real

• time operations environments, including oversight of layered management structures.

Experience working within regulated or compliance-sensitive industries such as security and surveillance, emergency response, or similarly structured sectors. Proven track record of leading teams of 20+ employees through periods of operational complexity and performance transformation. Experience in alarm monitoring, emergency dispatch, patrol operations, or video monitoring environments strongly preferred. Strong systems proficiency, with hands-on experience in contact center and/or monitoring technologies (e.g., TRM, Sedona, Destiny, Samsara, or similar platforms) to support data-driven decision-making. Executive presence with the ability to communicate effectively with senior leadership while driving accountability across multiple levels of the organization. Experience in our industry and/or with our software systems is a plus; however, we are open to candidates from other industries.

Compensation Salary range:

$85k

• 105k, Our Benefit package consist of

Medical, Dental, Vision Pay:

$85,000.00

• $105,000.

00 per year

Benefits:

401(k) Dental insurance Paid time off

Work Location:

In person