Call Center Manager (3684) with Security Clearance
Company: Three Saints Bay
Location: Denver
Posted on: May 1, 2024
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Job Description:
Ocean Bay , a subsidiary of Three Saints Bay, LLC, and a Federal
Government Contractor industry leader, is seeking a 911 / Emergency
Call Center ManagerPosition 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 informationPosition
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 jobA 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 centerExperience 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 servicesThis 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 employeesThis
position is located in Denver, COHiring Range: $75,000-
$85,000VEVRAA 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
professionalsWe offer our employees a comprehensive benefits
package and the opportunity to take part in exciting projects with
government and commercial clients, both domestic and
internationalWe are an EEO/AA employerWe 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.
Keywords: Three Saints Bay, Westminster , Call Center Manager (3684) with Security Clearance, Executive , Denver, Colorado
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