Command Center Manager (ICE Transport) at MVM, Inc. in McAllen, Texas

Job Description:

Title: Command Center Manager (ICE Transport)

Location: McAllen, TX

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 lives of others. 

We’re looking to add a Command Center Manager. 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 of the ICE contract. 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 regularly interact with the client. This role will oversee a second shift but may work other shifts as assigned depending on operational needs.

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 ICE contract, are communicated to the team, both orally and in writing.




• Develops, establishes, and tracks command center deliverables and goals. 




• Performs routine quality control checks and random audits on emails, work orders, and travel information to ensure operational, administrative and contract compliance.




• Monitors employee schedules and workflow according to the volume of activity and addresses schedule and availability concerns with Site Managers. 




• Responsible for the overall accuracy of work orders completed in the MVM proprietary system and for the timely submission of invoices. 




• Provides daily transportation activity report to MVM management and client. 




• Identifies and recommend process improvements including training for staff.




• Responsible for staff recruiting, performance evaluations, training, and development.




• Monitors, controls and reports budget expenditures and other financial records. 




• Approves time sheets, sick leave/vacation on a timely basis. 




• Collaborate with other departments, including ICE customer, MVM corporate office, Compliance, Logistics, MVM vendors, and MVM field sites.




• Conducts audits and compliance checks via Verizon Connect to ensure the safety and security for staff, minors and/or family units during travel.




• Identify patterns and trends to monitor performance and make improvements or adjustments to Command Center processes.




• 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.




• Create and deliver Command Center training material, including processes and procedures; train Command Center staff which include Travel Analyst Supervisors and Travel Analysts.




• Manage new employee on-boarding process.




• 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.




• Reviews monthly car service invoices to verify that all services rendered are valid and in compliance with company and client standards, providing explanations for each service used.




• Reviews hotel charges report for “no shows” or “cancellations” and conducts a thoroughly research to determine if these charges are billable or non-billable.




• Assists company stakeholders with reviewing unused airline tickets and monitors the amount of unused tickets to ensure these tickets are utilized before the expiration dates.

What you will need to have: 

• 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.




• Demonstrate experience applicable to the goals and objectives of this requirement and appropriate for a similar program environment.




• 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 client. 




• 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.

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: 

• Ability to obtain/maintain a Security Clearance. 




• Favorable credit check for all cleared positions. 




• Successfully pass a background investigation, drug screen.




• May be required to pass or present specific requirements depending on the program (i.e., DOT exam, vaccinations, CPR, flu shot).




• US Citizenship

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 Recruiting Department will contact you directly, should you be selected to advance in our recruitment process. 

If you have what it takes, apply now!! 

For more information about the company please visit our website at www.mvminc.com

MVM is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.

MVM complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you require reasonable accommodations in completing this application, interviewing, completing any pre-employment testing or otherwise participating in the employee selection process, please direct your inquiries to hrsupport@mvminc.com.