Job Description

911 / Emergency Call Center Manager

Ocean Bay, a subsidiary of Three Saints Bay, LLC, and a Federal Government Contractor industry leader, is seeking a 911 / Emergency Call Center Manager. Position responsibilities include:

Position Responsibilities:

• Ensure proper training for Call Center operations.
• Review training requests based on Call Center needs.
• Develop, execute, and track training opportunities.
• Oversee and manage employee conduct within Call Center.
• Manage hiring processes for new employees.
• Generate monthly progress reports.
• Review corporate expenditure and billing documents.
• Oversee Dispatcher Shift Bid process.
• Provide Federal Management operational effectiveness reports.
• Optimize dispatch program performance.
• Recommend equipment needs and replacement.
• Conduct electronic file review for dispatch personnel.
• Assist in ensuring staff attains dispatch goals.
• Attend supervisory strategy and performance meetings.
• Create and oversee the Performance Management Plan.
• Review, approve, and amend performance reviews.
• Address all standard operating procedure (SOP) issues.
• Maintain 24-hour day connectivity with the Call Center.
• Act as liaison between contract and Federal staff.
• Maintain knowledge of HVAC/CRAC unit systems.

Position Requirements:

• High School diploma or GED.
• Any equivalent combination of education and experience.
• At least 5-10 years of communications dispatching/supervisory experience.
• Knowledge of a 24-hour emergency communication center.
• Knowledge of principles and processes for providing customer services.
• Industry Standard recognized certifications relating to 911/Call Center Operator and/or Supervisor training.
• Demonstrated ability to supervise a staff of 30-50 employees.

This position is located in Denver, CO. Hiring range: $75,000- $85,000. VEVRAA Federal Contractor Three Saints Bay, LLC and its subsidiaries offer a 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 Equal Opportunity Employer.

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