Telecommunication Supervisor

3 weeks ago

Denver, United States Ocean Bay LLC 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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