Title: Command Center Manager
Location: Remote
Schedule: This position is mission critical and essential to the ongoing operations and requires a flexible schedule to support a 24/7/365-day operation.
About MVM, Inc.
Service, Support, Success are the pillars upon which MVM’s founders built the company, and they continue to serve as MVM’s core values. Along with our uncompromising insistence on integrity and ethical business practices, these values make us the service provider of choice for our customers and the employer of choice for our dedicated team members.
Working at MVM, Inc. takes a certain kind of person; we want someone who identifies with our values and is willing to challenge themselves both personally and professionally. We seek employees who are passionate about serving and making a difference in the lives of others.
If you can envision joining a team where you will have the opportunity to provide mission driven results; then we are looking for you!
Job Summary:
The Command Center Manager is responsible for organizing, planning, managing, scheduling, staffing, and setting goals for the 24/7 Command Center operations for the contract assigned. The Command Center Manager will track work orders closely in the MVMs proprietary system to ensure accurate information is captured, run reports, and recommend process/systems improvements. This position will function as the point of contact for Site Managers and will interact with the client, as needed.
Essential Functions and Responsibilities
Implement and enforce company’s and clients’ policies and procedures and ensure that changes in policies and/or procedures, pertaining to the company and/or contract, are communicated to the team, both orally and in writing.
Ensure Command Center contacts Sponsors and confirm Sponsors’ location and phone number prior to making travel arrangements for Field Specialists.
Ensure accurate and consistent data collection to support real-time operational decision-making.
Perform data quality and analysis of company’s Power BI reports pertaining to Command Center to ensure all reports reflect accurate information; collaborate and work with IT to correct discrepancies.
Perform routine quality control checks and random audits on emails, work orders, and travel information to ensure operational, administrative and contract compliance.
Develop, establish, and track Command Center deliverables and goals.
Monitor employee schedules and workflow based on activity volume; addresses schedule and availability concerns with Site Managers.
Identify patterns, trends, and monitor performance; coordinate with Deputy Program Manager to make improvements and/or adjustments to Command Center processes, as needed.
Identify and recommend process improvements, including training for staff.
Monitor, control and report budget expenditures and other financial records applicable to Command Center.
Assist company stakeholders with reviewing unused airline tickets; monitor the number and amounts of unused tickets to ensure unused tickets are utilized before the expiration dates.
Responsible for the overall accuracy of case work orders completed in the MVM proprietary system and for the timely submission of required reports, to include work order status, invoicing, etc.
Review monthly car service invoices to verify that all services rendered are valid and in compliance with company and client standards.
Review hotel charges report for “no shows” or “cancellations” and conducts a thoroughly research to determine if charges are billable or non-billable.
Responsible for staff recruiting, performance evaluations, training, and development of Command Center staff.
Assist in creating and deliver Command Center training materials which include system training and processes and procedures.
Manage new employee on-boarding process in coordination with People Services.
Responsible for implementing and overseeing disciplinary actions in accordance with company policies and procedures, ensuring a fair and consistent approach to employee conduct.
Identifies performance/behavioral issues and/or violations of company’s and clients’ policies, in conjunction with People Services.
Provides daily transportation activity report to MVM management and client, when applicable.
Approves time sheets, sick leave/vacation in a timely manner.
Collaborate with other departments, including customers, if applicable, MVM corporate office, Compliance, Logistics, MVM field sites, and subcontractors, as needed.
Conducts audits and compliance checks via Verizon Connect to ensure staff safety and security during travel.
Other duties as assigned.
Minimum Qualifications & Skills:
Possess a bachelor’s degree from an accredited university (an associate degree with two or more years of extra relevant experience may be substituted for a bachelor’s degree, or more than four years of extra related experience may be substituted for a degree).
Have at least two years or more of documented experience in a field related to law, social work, detention, corrections, or similar occupational area.
2 years’ experience managing employees in a 911 dispatch, command center, call center, or similar program environment.
Able to foster strong business relationships with internal and external customers and employees at all levels and across multiple stakeholders.
Ability to prioritize work, meet stringent deadlines, balance multiple tasks and work in a team environment.
Ability to leverage technology to manage contract requirements and improve complex processes and procedures while also managing expectations of stakeholders and employees.
Collaborate across all operational support areas to ensure the company’s best practices are continuously incorporated and consistently executed across the program.
Strong attention to detail.
Ability to deliver the highest quality of work under extreme pressure.
Strong oral, written, and interpersonal communication skills and ability to communicate effectively with multiple levels of management and clients.
Committed to providing outstanding customer service and representation of MVM in a professional manner.
Must have investigative, analytical skills and report writing experience.
Must possess strong computer skills in MS Office, including Microsoft Word and Excel, PowerPoint, and Outlook.
Must be accessible by mobile phone 24/7/365.
Preferred Qualifications & Skills:
Bilingual in English and Spanish preferred.
Work Schedule:
This position is mission critical and essential to the ongoing operations and requires a flexible schedule to support a 24/7/365-day operation.
Clearance:
Applicants selected will be subject to a government background investigation and may be required to meet the following conditions of employment.
Security Requirements:
Must be a U.S. Citizen
Ability to obtain/maintain a Security Clearance
Favorable credit Check.
Successfully pass a background investigation, drug screen.
May be required to pass or present specific requirements depending on the position (i.e., DOT exam, vaccinations, CPR, flu shot).
Physical Requirements/Working Conditions:
Standing/Walking/Mobility: Must have mobility to attend meetings with other managers and employees.
Climbing/Stooping/Kneeling: 0% - 10% of the time.
Lifting/Pulling/Pushing: 0% - 10% of the time, must be able to lift to 40 lbs.
Fine Motor Skills/Dexterity: Must be able to write, type and use a telephone system 100% of the time.
Sitting: Sitting for prolonged and extended periods of time.
This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Management may revise duties as necessary without updating this job description.
Due to the high volume of applications received, the Talent Acquisition Department will contact you directly, should you be selected to advance in our recruitment process.