Communication Center Manager
Communication Center Manager directs the Communication Center while ensuring the Center is properly staffed and personnel are trained. This position also provides feedback to the District Director for internal and external operational policy and procedures.
Essential Functions:
- Manages operations of Call Center.
- Maintains and improves call center operations by monitoring performance,
identifying and resolving problems, preparing and completing action plans,
managing system process improvement and quality assurance programs.
- Reviews Call Center operations for standards of quality and efficiency for the
safety of public safety personnel and the public.
- Provides service to internal and/or external
- Manages time, attendance, leave processes, and submission of payroll
- Supervises staff by assigning and distributing work, directing staff in their job
duties, monitoring progress of work, providing feedback and/or training.
- Assists in preparation and management of the Call Center budget.
- Supervises staff by assigning and distributing work, directing staff in their job
duties, monitoring progress of work, providing feedback and/or training.
- Other duties as assigned.
Supervision Exercised:
Will supervise subordinate Call Center personnel including: Communication Center Assistant Manager, administrative personnel, 311 and City Hall Operators, 911 Call Takers, and dispatch personnel of the Communication Center.
Knowledge, Skills, and Abilities:
- Adaptability and Flexibility,
- Checking, Examining, and Cognition, Learning, and Memory,
- Teamwork/Interpersonal Written Communication,
- Leadership and Management,
- Oral Communication,
- Planning and Organizing,
- Problem Solving and Decision Making,
- Self-management and Initiative,
- Management and Supervision,
- Oral Communication and Comprehension,
- Self-Management and Initiative,
- Teamwork and Interpersonal Skills,
- Computer and Technology Knowledge,
- Mathematical and Statistical Skills,
- Professionalism and Integrity,
- Job-Specific Knowledge, and
- Written Communication and Comprehension.
Minimum Qualifications:
- Possession of a current and valid driver's
- Must be able to obtain ACJIC (Alabama Criminal Justice Information Center)
certification, which requires all of the following: no felony convictions, no
convictions in any court of a crime punishable by imprisonment for a term
exceeding 1 year, not subject to a court order that restrains the person from
harassing, stalking, or threatening an intimate partner or child of such intimate
partner, not required to register as a convicted sex offender, must have an
honorable discharge if served in the US Armed Forces, must be a citizen of the
United States, must be at least 19 years of age.
- Supervisory experience (e.g., reviewing work, approving time off, assigning
tasks, managing schedules, etc.).
- Experience working in an emergency call dispatch center (e.g., a center that
handles calls during relevant emergencies: severe weather, medical calls, fire
calls, police assistance, etc.).
- Knowledge of applicable local, state and federal laws, rules and regulations for
dealing with confidential cases and material.
- Knowledge of basic law enforcement terminology.
- Knowledge of Call Center policies and procedures on handling complaints
from customers, citizens, etc.
- Completion of ICS 100, ICS 200, ICS 300, ICS 400, ICS 700, ICS 800.
Preferred Qualifications:
- Possession of Emergency Number Professional (ENP)
- Possession of Center Manager Program (CMCP) Certification.
- Possession of ACJIC (Alabama Criminal Justice Information Center)
certification.
- Possession of a bachelor's degree (or higher) in any field related to emergency
call center management (e.g., Public Administration, Emergency Services,
Public Safety Administration, Business Management, Psychology, etc.).