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Telecommunications Operations Supervisor

2 months ago

Denver, Colorado, United States Constellis Full time

PAY RATE: $37.58/hr. + $4.57/ H&W

POSITION SUMMARY

We are seeking a Full-Time Alarm Monitoring Supervisor for our FPS-MegaCenter Program telecommunications center. This role includes supervisory responsibilities and oversight of dispatch operations.

KEY RESPONSIBILITIES
  • Ensure quality control and operational continuity for dispatch services across FPS MegaCenters, adhering to all relevant rules, regulations, and procedures.
  • Conduct performance reviews of dispatchers by auditing events, radio communications, alarm responses, and phone interactions daily, providing necessary guidance and support.
  • Oversee the training documentation for dispatch personnel and perform annual performance evaluations, implementing corrective actions as required.
  • Manage the dispatch schedule to guarantee adequate staffing for 24/7 operations, including organizing biannual shift-bids.
  • Maintain confidentiality of sensitive information encountered in the supervisory role.
  • Review and approve time and attendance records for dispatch staff.
  • Engage with the public, government representatives, and law enforcement agencies via radio and telephone, ensuring high-quality customer service.
  • Effectively communicate verbally and in writing, utilizing telephone and radio systems.
  • Process emergency communications accurately through various channels, including alarm monitoring software.
  • Document information using MS Word and MS Excel, with a typing proficiency of at least 35 words per minute.
  • Monitor the primary MegaCenter email and respond promptly to communications from various stakeholders.
  • Troubleshoot equipment issues and coordinate maintenance with relevant personnel.
  • Foster positive relationships with FPS field personnel, addressing inquiries and complaints efficiently.
  • Handle all dispatch duties in the absence of staff, ensuring continuity of operations.
  • Monitor the National Criminal Information Center (NCIC) for critical updates and disseminate information as needed.
  • Participate in mission continuity testing and regular staff meetings, providing feedback to command staff.
  • Address inquiries and complaints with thorough research and timely responses.
  • Assist customers with alarm-related issues during after-hours calls.
  • Maintain logs of equipment outages for comprehensive tracking.
  • Compile and distribute reports detailing FPS activities to command staff.
  • Conduct periodic testing of satellite phones in coordination with field personnel.
  • Complete additional tasks as assigned by management.
  • Provide a monthly summary of service work completed.


QUALIFICATIONS
  • High School diploma or GED required.
  • A minimum of 3 years' experience in emergency dispatch or a similar role.
  • Strong communication skills, both verbal and written.
  • Ability to manage administrative tasks effectively.
  • Familiarity with emergency communication center operations and public safety protocols.
  • Leadership skills to supervise and evaluate staff performance.
  • Customer service expertise, ensuring quality standards are met.
  • Analytical skills for effective judgment and decision-making.
  • Ability to build and maintain professional relationships with various stakeholders.
  • Proficient in computer applications, including word processing and spreadsheets.


BENEFITS
  • Constellis offers a comprehensive rewards package, including competitive compensation and flexible benefits.
  • Medical, Vision & Dental Insurance.
  • Paid Time-Off Program & Company Paid Holidays.
  • 401(k) Retirement Plan.
  • Life Insurance options.
  • Flexible Spending Accounts for health and dependent care.
  • Short-Term & Long-Term Disability coverage.
  • Opportunities for personal development and training.
  • Employee Referral Program.
  • Corporate events and community outreach initiatives.


WORKING CONDITIONS

This position is based in a dynamic environment with frequent interruptions. Standard business hours are Monday through Friday, though extended hours may be necessary.

PHYSICAL REQUIREMENTS

Must be capable of lifting and carrying items weighing up to 100 lbs. The role requires intermittent standing, walking, sitting, and bending throughout the workday.