Communications Operations Supervisor - City of Birmingham

JobsQuest•Birmingham, AL

10h•Onsite

About The Position

The City of Birmingham is seeking a well-qualified and motivated Communications Operations Supervisor. This role is responsible for the oversight and management of a communications center that operates 365 days a year, handling incoming calls from the public, internal staff, and other entities and dispatching staff, crews, and equipment. Employees in this job class have considerable experience in the operation of various communication equipment, technology, and software systems. A Communications Operations Supervisor tracks the location of crews and equipment, ensures work orders are properly documented, enters information into databases, and monitors progress on special projects. Work in this job class requires independent judgment in setting priorities, reporting to management, and ensuring adequate staffing for all applicable shifts. The Communications Operations Supervisor performs work in a call center setting and supervises other communications staff.

Requirements

Experience working as an operator in a communications center, call center, or similar environment.
Experience using software to monitor and manage calls and track service requests or personnel.
Willingness to work any day, any shift, and overtime.

Nice To Haves

Significant experience using software programs that create and track service requests and resource utilization.
Supervisory experience, preferably in a call/dispatch center environment.

Responsibilities

Provides interactive external and internal communication and administrative services by handling customer needs, processing service requests, dispatching crews, monitoring ongoing field activities, and maintaining documentation.
Provides service to internal and/or external customers.
Engages in activities designed to ensure professional development, awareness of developments in the field, and knowledge of relevant practices, rules, laws, policies, and/or guidelines.
Supervises staff by assigning and distributing work, directing staff in their job duties, monitoring progress of work, providing feedback and/or training.
Oversees and evaluates work unit by monitoring work flow, status of field units, adherence to procedures, interacting with internal/external entities, planning, keeping management informed, and preparing routine reports.
Communicates with other departments (e.g., police) or outside entities (e.g., power company) to request assistance and/or advise on situations (e.g., traffic hazards, downed powerlines, or completion of field work).
Dispatches service requests to field personnel.