Call Center Manager

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 911 / Emergency Call Center Manager
Position Responsibilities:
• Ensure that proper training be provided pursuant to the requirements of the Call Center operations as outlined in the contract and certified training programs.
• Review, as part of the process, all training requests (on or off site) based on needs for effective Call Center operations to include travel costs, accommodations, training fees, and any other related contractual costs.
• Develop, execute, and track training opportunities as needed for contract employees.
• Oversee and manage all aspects of employee conduct within the Call Center operations to include:
• Performance Reviews.
• Position Changes - (transfers, demotions, promotions).
• Disciplinary and Performance Action Reviews - (Written and Verbal Warnings, Corrective Action Notices (CAN), Suspensions and/or Terminations).
• Manage the hiring processes and procedures for all new employees.
• Generate monthly progress reports and provide a status on all associated performance measures as required by contract.
• Review of Corporate expenditure and billing documents and reconcile with billable time and attendance of personnel.
• Review and approve reports for personnel time and attendance.
• Oversee and manage the Dispatcher Shift Bid process and develop related rules associated with an effective method.
• Provide Federal Management operational effectiveness reports for special operations throughout the contract option year (examples of, but not limited to: (Holiday Event staffing, Operation Blue Surge - Staffing and Statistics, Large Sporting Events, Civil Disobedience (protests/riots/rally's), Political Gatherings (DNC/RNC/Debates/Presidential Visits).
• Optimize dispatch program performance through recommendations and procedures that may increase the efficiency of operations.
• Recommend equipment needs and replacement.
• Radio and phone reports.
• Electronic file review for all dispatch personnel - quality assurance program.
• Radio/Phone and Alarm reviews (daily)
• Assist in ensuring staff is attaining the required goals for dispatch operations.
• Attend supervisory strategy and performance meetings regarding all areas of Call Center operations.
• Create and oversee the Performance Management Plan for all contract employees within the Call Center.
• Review, approve and/or amend Performance Reviews for all Contract Employees.
• Review and approve training processes, personnel scheduling and attendance, and training requests.
• Address all SOP issues to include, but not limited to, training and testing topics.
• Review and approve all new SOP's containing Call Center procedures and policies.
• Oversee the collecting of statistics for the Call Center as required.
• Conduct special projects to include:
• Notification projects
• NCIC issues
• Hit confirmations.
• Validations, and proper use reviews
• Maintain 24-hour day connectivity, either personally or through a designee, with the Call Center to provide direction and/or insight on ongoing issues and/or emergencies.
• Act as liaison between contract and Federal staff for all activities of contract personnel, as needed or directed by corporate or Federal staff.
• Review and approve all disciplinary actions and make recommendations to corporate.
• Maintain a working knowledge of the HVAC/CRAC unit systems used throughout the Call Center, for example, to include but not limited to, where the circuit breakers for the systems are located, and the service contractor's point of contact information
Position Requirements:
• High School diploma or GED
• Any equivalent combination of education and experience that provides the applicant with the knowledge, skills and ability required to successfully perform the job
A typical way to obtain the knowledge and abilities would be:
• At least 5-10 years of progressively responsible communications dispatching/supervisory experience in a comparable public safety dispatching center
Experience or other qualifications that demonstrate strong decision-making skills, excellent interpersonal communication and conflict resolution skills, and ability to successfully supervise, motivate, correct, train and evaluate assigned staff.
• 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.
• Knowledge of principles and processes for providing customer services
This includes meeting established quality standards.
• Industry Standard recognized cortication's relating to 911/Call Center Operator and/or Supervisor training.
• Demonstrated ability to supervise a staff of 30-50 employees
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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