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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 Monitor Supervisor for our FPS-MegaCenter Program, overseeing a telecommunications center. This role involves not only the responsibilities outlined below but also on-site supervisory tasks as necessary.

RESPONSIBILITIES
  • Ensure quality control and operational continuity for dispatch services across the FPS MegaCenters. Supervise adherence to all operational rules, regulations, policies, and procedures.
  • Conduct performance reviews of dispatchers by auditing daily events, radio communications, alarm responses, and phone interactions, providing feedback and guidance as necessary.
  • Oversee and approve all dispatcher training documentation.
  • Execute annual performance evaluations for dispatch staff, implementing corrective actions as required, while managing administrative supervisory tasks with minimal oversight.
  • Administer the dispatch schedule to guarantee adequate staffing for 24/7 operations. Organize and facilitate the biannual shift-bid process for dispatch personnel.
  • Maintain confidentiality regarding sensitive information encountered in the supervisory role.
  • Review and authorize time and attendance records.
  • Engage with the public, government officials, and law enforcement agencies through radio and telephone communications, ensuring high levels of customer service to stakeholders.
  • Communicate clearly and effectively via telephone and radio systems.
  • Process emergency communications accurately through various channels including telephone, radio transmissions, and alarm monitoring software.
  • Prepare precise documentation using MS Word and MS Excel, with a typing proficiency of at least 35 words per minute with minimal errors.
  • Monitor the primary MegaCenter email account, responding promptly to communications from headquarters, field personnel, and management.
  • Troubleshoot equipment issues, including radios and computer systems, coordinating maintenance with relevant personnel.
  • Foster a positive working relationship with field personnel by addressing inquiries and complaints, and managing requests for voice recordings.
  • Assume responsibilities for dispatch staff during their absence, addressing any issues that arise.
  • Monitor the National Criminal Information Center (NCIC) for critical alerts and disseminate relevant information to appropriate regions.
  • Conduct continuity testing with sister MegaCenters, participate in staff meetings, and facilitate weekly conference calls with command staff.
  • Research and respond to inquiries, issues, and complaints effectively.
  • Handle after-hours alarm department calls, assisting customers with alarm-related inquiries.
  • Document equipment outages and maintain logs for radio and IT teams.
  • Compile and distribute nightly and weekly reports summarizing FPS activities to command staff.
  • Conduct periodic satellite phone testing in coordination with field personnel.
  • Complete additional tasks/projects as assigned by management.
  • Provide a monthly report detailing service work completed in the previous month by the 5th workday of the following month.


QUALIFICATIONS
  • High School diploma or GED required.
  • At least 3 years of experience in a 911 dispatch or similar emergency call center role.
  • Exceptional phone communication skills.
  • Ability to manage filing and administrative tasks efficiently.
  • Familiarity with a 24-hour emergency communication center and public safety functions.
  • Knowledge of supervisory techniques for managing and evaluating staff performance.
  • Understanding of customer service principles and processes.
  • Strong judgment and decision-making skills, with the ability to analyze complex situations.
  • Ability to develop and maintain professional relationships with colleagues and external agencies.
  • Proficient in using personal computers for word processing and spreadsheet tasks.


BENEFITS
  • Constellis offers a comprehensive rewards package that includes competitive compensation and a flexible benefits program, reflecting our commitment to a diverse and supportive workplace.
  • Medical, Vision & Dental Insurance.
  • Paid Time-Off Program & Company Paid Holidays.
  • 401(k) Retirement Plan.
  • Insurance: Basic Life & Supplemental Life.
  • Health & Dependent Care Flexible Spending Accounts.
  • Short-Term & Long-Term Disability.
  • Opportunities for Personal Development & Learning.
  • On-the-job Training, Skills Development & Certifications.
  • Employee Referral Program.
  • Corporate Sponsored Events & Community Outreach.


WORKING CONDITIONS

This position is typically based in a dynamic environment, subject to frequent interruptions. Standard business hours are Monday through Friday, with potential for extended or weekend hours as needed.

PHYSICAL REQUIREMENTS

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