Telecommunication Supervisor - Battle Creek (3424)

　　Location Battle Creek, MI

　　Job Code 3724

　　# of Openings 1

　　Apply Now (https://phg.tbe.taleo.net/phg01/ats/careers/v2/applyRequisition?org=GATEWAYVENT&cws=55&rid=3724)

　　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.