Scheduler - Overnight Shift

**Company:** Protos Security **Job Title:** Scheduler - Overnight Shift (12:00am-8:00am) **Reports To:** Floor Supervisor **Location:** Roanoke, VA **Shift: Weekend availability required. Overnight Shift (12:00am-8:00am)** **Company Overview** Protos Security, a subsidiary of Security Services Holdings, is the largest technology enabled Security Officer Management company in the U.S. Headquartered in Norwalk, CT, Protos also has offices in New York, Texas, Virginia, Illinois, California, Tennessee, and Georgia, as well as international locations in Canada and the UK. We are a game changer in the security and software industry, revolutionizing how security is managed and delivered to make the world a safer place. **Position Summary** Protos is seeking a Scheduler to join its team. The Scheduler will report directly to the Floor Supervisor and will be responsible for addressing service requests and incident tracking for clients, officers and service partners, ensuring that both internal and external customers receive a level of service that exceeds their expectations. The Scheduler is responsible for reviewing data, executing requests, and addressing incidents. Our work environment is fast paced, positive and stresses results oriented internal growth. **Essential Duties & Responsibilities** - Coordinate, schedule, and dispatch law enforcement and security personnel to client sites across the United States, ensuring coverage aligns with contractual requirements and service expectations - Evaluate client requests, service urgency, geographic considerations, and law enforcement and security personnel availability to assign the most appropriate resources - Monitor and adjust schedules in real time to address cancellations, delays, emergencies, or changes in client needs - Clearly communicate assignment details—including location, scope of work, timing, and special instructions—to law enforcement and security personnel and confirm receipt and understanding - Accurately document all assignments, updates, and outcomes in internal systems to ensure records are complete and up to date - Track the status of upcoming, active, and completed assignments to ensure timely execution and follow-up - Work within company software and all resources to maintain detailed reports—reflecting operational activity, staffing coverage, and assignment history - Serve as a primary point of contact for clients, providing prompt, professional, and courteous support via phone, email, and fax - Respond to client and law enforcement inquiries, service requests, and issues with a focus on resolution, accuracy, and satisfaction - Maintain consistent communication with law enforcement and security personnel to support operational efficiency and address questions or concerns - Additional duties as directed by management. **Qualifications & Experience** - High School Diploma or GED required, associate or bachelor’s degree in business, criminal justice, or related field preferred. - Minimum of two (2) years of experience in logistics, scheduling, dispatch, or a similarly fast-paced operational environment required. - Demonstrated customer service experience, with the ability to manage high-volume interactions while maintaining professionalism and composure. - Prior experience working with law enforcement, security personnel, or within a security operations environment is strongly preferred. - Proficiency in Microsoft Office Suite (Excel, Outlook, Word, Teams), including the ability to navigate systems efficiently and learn new proprietary platforms quickly. - Strong written and verbal communication skills, with the ability to convey information clearly, professionally, and with appropriate urgency. - Proven ability to think critically and analyze complex situations, make sound decisions, and escalate issues appropriately. - Highly detail-oriented with strong organizational skills and the ability to manage multiple priorities with accuracy. - Demonstrated ability to wo…