Director, National Dispatch Centre
Job Description

ADT is a leading provider of security and automation solutions in the United States and Canada for homes and businesses, people on-the-go and their network. Making security more accessible than ever before, and backed by 24/7 customer support, ADT delivers same-day service and live answer within seconds in customer operations, helping customers feel more safe and empowered. ADT is headquartered in Boca Raton, Florida and employs more than 18,000 people throughout North America. More information is available at

Job Purpose

Reporting to the VP, Operations, the Director of National Dispatch Centre is responsible to build and lead the National Dispatch team. Responsible to build and lead the National Dispatch team. Also, the Manager will have the responsibility develop and manage the team managers for National Dispatch.

The Director of National Dispatch Centre is accountable for service job dispatch operations and KPI including technician productivity, job route efficiency, in-service delivery and daily attainment results.

The Director of National Dispatch Centre is also responsible to maintain the relationship and communicate with peers and partners from inside and outside the company. He/she will have to collaborate with those partners to make sure that we are delivering a world class customer experience while building an efficient business model.

The Director of National Dispatch Centre has the reach to impact decisions that can generate savings for ADT. Developing new processes, building a strong team culture will help in making better decisions and reduce the costs for the Business Unit.

The Director of National Dispatch Centre can also influence the best practices of the business in cross functional areas like job routing, scheduling, talent development & people leadership.

Duties and responsibilities
  • People Leadership – Build and grow talent of both frontline dispatch employee and team manager leaders.
  • Driver performance – Set targets, design operating guideline within the National Dispatch team in order to deliver the corporate goals.
  • Ad-hoc Analysis – Run analysis on specific topic: gather data, detect the issue, size the issue, show and explain the challenges and propose solutions to solve.
  • Manage escalations and multiple concurrent projects to drive efficiency and improve performance.
  • Find ways to resolve unexpected situation in a quick and efficient manner to ensure customer requests are treated within in service standards.
  • Explain and vulgarize the results and adjust the speech for the right audience (Exec – Management – Analytical) when providing analysis.
  • Manage demands and priorities through the various requests that may be coming from many internal teams.

Job Requirements



High School graduate with 7-10 years of experience or University Degree with 10 years’ experience or equivalent through work experience, special courses and self-development.

  • ADT or associated service company experience an asset.
  • Supervisory/Management and Instructional background, customer service experience and work scheduling.
  • Proven conflict resolution skills and people development.

  • Develop and exploit strategic alliances.
  • Time management Business Acumen.
  • Leadership Skills and attributes.
  • Building effective teams.
  • Drive for results.
  • Take an organizational-wide perspective.
  • Understand the external environment.
  • Effective coach.
  • Develop Talent.

ADT Security Services Canada, Inc. provides equal access to employment opportunities for all applicants and employees in accordance with applicable federal and provincial laws, without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, age, marital status, family status or disability or any other characteristic protected by provincial or federal law.

ADT Security Services Canada, Inc. is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources at [Click Here to Email Your Resume] if you require accommodation. We will work with all applicants to accommodate their individual accessibility needs.

Company Overview

ADT Security Services Canada, Inc is a leading provider of security and automation solutions for homes and businesses in the United States and Canada. ADT Security Services Canada, Inc's broad and pioneering set of products and services, including ADT Security Services Canada, Inc Pulse® interactive home and business solutions, and health services, meet a range of customer needs for today’s active and increasingly mobile lifestyles. Headquartered in Boca Raton, Florida, ADT Security Services Canada, Inc helps provide peace of mind to nearly seven million customers, and it employs approximately 17,000 people at 200 locations.

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