Command Center Supervisor

Company Description

Westgate Resorts is the largest privately held timeshare company in the world, with 60+ resorts in top destinations like Orlando, Las Vegas, Gatlinburg, Park City, and Myrtle Beach. Recognized by U.S. News & World Report as one of the Best Companies to Work For, we’re committed to creating a supportive, rewarding workplace where our 9,000 Team Members can grow and thrive. Since 1982, we’ve delivered unforgettable vacations through exceptional service, innovation, and community engagement. With the recent addition of VI Resorts by Westgate, our footprint now includes the Pacific Northwest, Hawaii, Canada, and Mexico. Join us and be part of a team that values passion, integrity, and excellence, where your work helps create memories that last a lifetime.

Job Description

The Corporate Command Center Supervisor is responsible for supervising the daily operations of the Corporate Command Center and its staff, ensuring effective and efficient monitoring, response, documentation, and coordination of emergency and operational activities for Emergency Management and Security. This role involves supervising a team of command center officers, maintaining communication with various departments and nationwide properties, and ensuring staff adherence to established protocols and procedures.

What You'll Do:

• Supervise a team of Emergency Management Corporate Command Center officers, providing guidance, support, and performance feedback.

• Schedule shifts and ensure adequate staffing levels to maintain 24/7 operational readiness.
• Foster a positive and collaborative work environment, promoting teamwork and continuous improvement.

• Supervise the daily operations of the Corporate Command Center, ensuring effective monitoring and response to incidents and emergencies.

• Ensure adherence to standard operating procedures (SOPs), protocols, and guidelines.
• Monitor system performance, identifying and addressing issues to maintain optimal functionality.

• Coordinate the Command Center response to emergency situations, ensuring timely and effective resolution.

• Communicate with internal and external stakeholders, providing accurate and timely information.
• Maintain detailed records of incidents, actions taken, and outcomes for reporting and analysis.
• Develop and implement training programs for Corporate Command Center Staff, ensuring they are knowledgeable and proficient in their roles.
• Conduct regular training sessions and drills to maintain a high level of preparedness.
• Mentor and coach staff, identifying opportunities for skill development and career growth.

• Supervise staff as they are the primary point of contact for communication within the command center and with other departments.

• Ensure clear and effective communication during incidents and routine operations.

• Liaise with external agencies, county EOC's, vendors, and stakeholders as needed.

• Support Emergency Management Operations during storms, to include deploying as needed to incidents or to support government operations representing Westgate. 

• Prepare and present regular reports on Corporate Command Center activities, incidents, and performance metrics.
• Maintain accurate and up-to-date documentation, including logs, reports, SOP's, and Daily Briefings for Leadership and Executive staff.
• Analyze data and trends to identify areas for improvement and recommend solutions.
• Oversee the operation and maintenance of Corporate Command Center technology, including monitoring systems, communication tools, and software.
• Coordinate with IT and vendors for system upgrades, troubleshooting, and maintenance.

• Ensure data security and confidentiality in accordance with organizational policies.

• Supervisor role may include completing the activities of Command Center staff as needed. 

Qualifications

What You'll Bring:

Experience

• Minimum of three (3) years of experience in corporate command center operations, security operations centers (SOC), emergency communications, public safety communications, emergency management, dispatch operations, business continuity, emergency operations centers (EOC), or related operational environments.
• Minimum of one (1) year of leadership, supervisory, team lead, or management experience.
• Experience coordinating incident response, emergency communications, crisis management, operational support functions, and cross-functional stakeholder communications.
• Experience supervising employees in high-volume, fast-paced, and mission-critical environments preferred.
• Experience supporting 24/7 operations preferred.

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