Call Center Operations Manager - Fire Department

Baltimore City•Baltimore, MD

5d•Onsite

About The Position

A Call Center Operations Manager oversees the activities of a City emergency or non-emergency call taking or dispatch section in the City’s centralized One Call Center facility. That facility receives, processes and dispatches emergency services in response to public calls for emergency and non-emergency police assistance, information and requests for a wide range of government services and ensures that operational efficiencies, goals and objectives are met. The work of this class involves directing the activities of call-taking or dispatching sections through subordinate supervisors. Incumbents receive managerial direction from an administrative superior.

Requirements

A bachelor’s degree from an accredited college or university and five years of experience in receiving and responding to emergency, non-emergency or customer service calls in a high-volume call center for a large public or private institution, including one year of such supervisory duties as evaluating the performance, disciplining and recommending the hiring, firing and promoting of staff.
One year of additional supervisory experience in an emergency, non-emergency or customer service call center may be substituted for each year of the bachelor’s degree requirement.
Within one year of hire, employees must obtain and maintain current certification as an Emergency Medical Dispatcher and Emergency Fire Dispatcher through the certification body used by the Baltimore City Police Department and current CPR Certification as a condition of continued employment.
Knowledge of emergency, non-emergency or customer service telecommunications and dispatching systems, operations and current industry best practices.
Knowledge of the practices and procedures of computerized data entry.
Knowledge of computer aided dispatch systems, automated call distribution systems, telephone and radio equipment and consoles, monitoring equipment and related telecommunications equipment.
Skill in identifying, interpreting and applying guidelines to complex emergency and non-emergency police and customer service calls.
Skill in utilizing ADC or related equipment and computers to retrieve, record and monitor data from internal and local, state and national public safety databases.
Skill in the analysis, identification and interpretation of productivity and logistic statistics, operating policies, practices, protocols and procedures to identify trends and correct inefficiencies.
Ability to research, formulate and revise administrative policies and procedures for a large, centralized government emergency, non-emergency and customer service telecommunications operation.
Ability to establish and maintain effective working relationships with the public, officials, and others.
Ability to remain calm and tactful and respond quickly, effectively and with sound judgment to sensitive and volatile situations.
Ability to speak clearly and concisely in English.
Ability to research, analyze, and prepare written, oral statistical, and narrative reports.
Supervisory ability.
Administrative ability.

Responsibilities

Oversees and coordinates, through subordinate supervisors, the operations and activities of a 311, 911 or emergency dispatch section providing responses to citizen emergency or non-emergency police calls or general requests for City services and information.
Assigns and reviews work assignments, evaluates the performance of, disciplines and recommends the hiring, firing and promoting of subordinate unit supervisors.
Studies and observes workflow, staff patterns, policies and administrative and operational procedures to identify problems and increase operational efficiency; research industry best practices and recommends and details proposed changes and implementation plans to superiors
Reviews and implements administrative policies and procedures; monitors to ensure compliance.
Research, analyze, and prepare statistical and narrative reports, studies and analyses on section operations; tracks Automated Call Distributor (ACD), Computer Aided Dispatch (CAD) operations and performance measures such as volume, length of call, dropped calls, and staff productivity.
Responds to and resolves complex or sensitive administrative and customer service problems.
Serves as liaison between the Call Center and such user agencies as Fire, Police and Public Works to coordinate operations, improve accuracy and efficiency, update scripts and resolve problems.
Oversees, monitors, reviews and evaluates the performance and operation of telephone, radio and computerized equipment and systems; ensures that operating problems are referred to the proper authority to ensure that they are addressed and resolved with little disruption to operations.
Reassigns subordinate staff between work-shifts to cover public peak workload demands.
Monitors and oversees the maintenance of security and safety operations and procedures.
May represent the Call Center at meetings with government officials, citizen and community groups and professional organizations.
Reviews and approves employee attendance records; counsels employees on their work performance and attendance record; establishes tracking systems to ensure that attendance policies are complied with and that staff receive regular training and maintain current certifications; activities.
Performs related work as required.