Security Control Center Shift Supervisor - Encore Boston Harbor in Everett, MA at Wynn Careers

Date Posted: 8/5/2019

Job Snapshot

Job Description

Under the direction of the Manager of the Security Control Center (SCC), the Security Control Center Supervisor oversees and coordinates the activities of the Security Control Center and all SCC personnel; assigns and delegates work projects; schedules employees to ensure proper team staffing levels; evaluates work performance; implements corrective action for performance and conduct issues.

The SCC Supervisor must have the ability to perform the full range of dispatch duties, in addition to overseeing SCC operations. All duties are in support of the Encore Security Department. The Security Department is responsible for maintaining the safety and compliance of all Encore Boston Harbor guests and team members, this includes but is not limited to: maintaining all Encore Standards and ensuring excellent guest and team member experience.


  • Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
  • Verifies that all applicable internal policies, federal and state laws, rules, regulations and controls property wide are enforced within the Department.
  • Delivers and maintains a Forbes standard level of property-wide service and satisfaction.
  • Manages SCC daily operations to include prioritizing and assigning tasks; evaluating work performance; ensuring team members are adequately trained and capable to perform all aspects of their role; holding employees accountable for performance; and making hiring, termination and disciplinary recommendations.
  • Manages, assigns, reviews and participates in the daily workflow of SCC Operators; receive and process emergency and non-emergency calls; monitors phone and radio traffic to ensure procedural compliance; and reviews quality and accuracy of information entered into SCC software system (iTrak).
  • Completes emergency and non-emergency notifications as required and in accordance with department and company policies.
  • Monitors and operates SCC communications and software systems to include the computer-aided dispatch (iTrak) system, company surveillance system (Synectics), and the radio communications system.
  • Evaluate and ensure SCC employees’ compliance with established procedures; assist in development of employee skills and abilities by providing constructive criticism, coaching, recognition, and corrective action when necessary; provide both verbal and written feedback involving development and disciplinary process; and initiate commendations when appropriate.
  • Positively represent the SCC and serve as a key representative of the Encore Security Department to provide superior service to internal customers, vendors, employees and guests.
  • Collaborate with all SCC personnel to identify and resolve operational inefficiencies; recommend changes to policy and/or procedures to simplify processes.
  • Analyze situations promptly and accurately; coordinate effective responses based on available resources and in compliance with all company and department policies.
  • Must maintain confidentiality of sensitive information.
  • Works with safety as a priority and follows department and company safety standards.
  • Performs any other job-related duties as assigned.

Job Requirements

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Carrying out supervisory responsibilities in accordance with company policies and applicable laws.
  • Handling a high volume of calls and tasks for extended periods of time.
  • Providing effective leadership to SCC personnel that recognizes individual and team accomplishments.
  • Fostering an environment of open communication and team participation.
  • Ability to remain calm under stressful conditions, exercise reasonable judgement, and make informed decisions.
  • Operating company computer and software systems, phones, radio equipment, and the surveillance camera system.
  • Using common sense, good judgement and creative/proactive problem-solving skills in unusual, irregular and intense situations.
  • Completes emergency and non-emergency notifications as required and in accordance with department and company policies.
  • Multi-tasking with accuracy, efficiency and competency, often under high-stress situations with little available information.
  • Communicating clearly electronically, orally and in written form.
  • Typing accurately at a speed of at least 35 words per minute.


Age, Gaming and Certifications:

21 years of age or above.

Will be required to obtain and maintain a license issued by the Massachusetts Gaming Commission.

Education and/or Experience:  

High school or equivalent degree required.   

Experience in a leadership or supervisory role.

Experience as a dispatcher within a Control/Dispatch Center is strongly preferred.

Requires general computer skills and basic knowledge of Microsoft Office.

Language Skills:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.  Ability to respond to common inquiries from other employees or guests. Fluency in English required, second language a plus. Ability to understand detailed instructions and correspondence.   

Physical Demands: 

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job. 

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also regularly required to stand, walk, sit, and be able to handle or feel objects, tools or controls. The employee is required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those that exist while Team Members are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Due to the unpredictable nature of the hospitality/entertainment industry, Team Members must be able to work varying schedules to reflect the business needs of the property.



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