Telecommunication Supervisor

3 weeks ago

Battle Creek MI United States Three Saints Bay Full time
Ocean Bay , a subsidiary of Three Saints Bay, LLC, and a Federal Government Contractor industry leader, is seeking a Telecommunication Supervisor POSITION RESPONSIBILITIES: • Provide quality control and continuity for dispatch operations for regions covered by the FPS MegaCenters
Supervise all aspects of operations regarding all rules, regulations, policies and procedures
• Review dispatcher performance ex post facto by auditing events, radio transmissions, alarm responses and phone calls on a daily basis, following up with dispatchers regarding any issues found
Answer questions and provide guidance to dispatchers when needed
• Review and sign off on all dispatcher training documentation
• Perform yearly performance evaluations of all dispatch personnel
Administer corrective actions as needed, and complete supervisory-related administrative duties with minimal oversight and assistance
• Maintain and administer the dispatch schedule ensuring proper shift staffing for 24 hours a day, 7 days a week operations
Organize and administer the biannual shift-bid for dispatch personnel
• Maintain confidentiality of information read or heard while performing as Supervisor
• Review and approve time and attendance
• Deal with the public, government employees, and other law enforcement agencies using radio and telephone communications
Provide for a high level of customer service skills to government stakeholders and customer agencies, specifically offering the best possible service in all situations
• Verbally communicate in a clear and concise manner on both telephone and radio systems
• Receive and correctly process emergency communications by telephone and radio transmissions, alarm monitoring software, Alarm System and Telephone Deaf Display units
• Compose accurate entries in MS Word and MS Excel programs
Must be able to type 35 words per minute with less than one mistake on average
• Monitor the primary MegaCenter email address and respond quickly to communications from headquarters, FPS field personnel, local management, and stakeholder agencies
• Troubleshoot all equipment issues, including radios, computer hardware, software and furniture and report to appropriate personnel
Coordinate yearly preventative maintenance on all radio resources with radio subcontractors, FPS radio technicians and FPS officers
• Maintain a constructive working relationship with FPS field personnel by fielding questions and complaints and following up on both
Complete requests for voice recordings for FPS personnel, compile and review all recordings before dissemination
• Complete all duties for any staff members whenever staff has to leave the dispatch area and handle all issues for non-supervisory staff when they need assistance
• Monitor the National Criminal Information Center (NCIC) for BOLOs, Hit Confirmations and Officer Safety Bulletins nationwide, and direct that information to the appropriate regions
Track and maintain NCIC verifications, Criminal History Information, FPS warrants, purges and audits for all records entered by MegaCenter personnel
• Conduct mission continuity "failover" testing with sister MegaCenters
Regularly attend staff meetings
Conduct weekly conference calls with each region's command staff, fielding questions and concerns and providing feedback to FPS personnel
• Research and provide responses to inquiries, issues, and/or complaints
• Receive after-hours alarm department phone calls and assist customers with alarm-related issues
• Receive and forward subcontractor information regarding equipment outages
• Maintain logs to track equipment impairments and outages so that the radio and IT groups have a comprehensive background of what occurred while they were not in the office
• Compile and disseminate nightly and weekly reports detailing all FPS activity for the day/week to regional command staff and headquarters personnel
• Perform periodic satellite phone testing including coordination of testing with field personnel
• Complete other tasks/projects as assigned by the Contract Program Manager or MegaCenter Manager
• Provide a monthly report on all service work accomplished during the previous month by the 5th work day of the month following the performance of the work POSITION REQUIREMENTS: • High School diploma or GED • Minimum of 3 years' experience as a 911 dispatcher or similar function in an emergency call center
• Excellent phone skills • Be able to handle filing and other administrative duties • Knowledge of a 24-hour emergency communication center including familiarity with public safety functions and concerns and of the public safety communication's environment, demands, requirements and related laws, regulations and systems
• Supervision - Knowledge of leadership techniques, principles and procedures to assign work, schedule, supervise, train, and evaluate the work of assigned staff
• Customer Service - Knowledge of principles and processes for providing customer services
This includes meeting established quality standards
• Judgment and Decision Making - Uses logic and reasoning to analyze, understand, and evaluate complex situations
Identifies the strengths and weaknesses of alternative approaches or solutions, to a situation
Exercises appropriate judgment in establishing priorities
Considers the relative costs and benefits of potential actions
• Interpersonal Relationships - Develops and maintains cooperative and professional relationships with employees at all levels, representatives from various departments, and outside agencies
Effectively responds to and resolves complex inquiries and disputes
• Computer Skills - Utilizes a personal computer with word processing, spreadsheet and related software with reasonable speed and accuracy
VEVRAA Federal Contractor Three Saints Bay, LLC and its subsidiaries offer a diverse, team-oriented working environment and the opportunity to work with exceptional dedicated industry professionals
We offer our employees a comprehensive benefits package and the opportunity to take part in exciting projects with government and commercial clients, both domestic and international
We are an EEO/AA employer
We invite resumes from all interested parties without regard to race, color, religion, creed, gender, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.

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