Mgr, 911 PSAP Team

Sinch • United States,

6d • $120,000 - $150,000 • Remote

About The Position

The 9-1-1 PSAP Team Manager is responsible for leading and overseeing the daily operations of the 911 PSAP Team within Emergency Services. This role manages team performance, prioritizes workloads, supports escalations, develops operational processes, and ensures accurate reporting and compliance with service objectives. The manager also collaborates cross-functionally to support the deployment and maintenance of 9-1-1 solutions while actively contributing to team operations.

Requirements

• 8+ years customer service experience required
• 5+ years supervisory experience
• Strong efficiency and organizational skills, and demonstrated attention to detail
• Skilled in communicating issues, impacts, and corrective actions on programs to internal and external representatives.
• Experience balancing team workloads
• Ability to understand and communicate both technical and business information in verbal and written form.
• Excellent verbal and written communication skills
• Able to maintain calm under pressure
• Bachelor's Degree or equivalent work experience.
• Proficiency with Microsoft Office Suite

Nice To Haves

• 5+ years’ experience working with Public Safety Answering Points strongly preferred
• 5+ years telecom experience, including understanding of rate centers and 9-1-1 call routing preferred

Responsibilities

• Oversee daily operations for PSAP Representatives, Data Collection Specialists, and GIS Specialist.
• Lead, coach, and develop the 9-1-1 PSAP Team to ensure high performance and operational excellence.
• Manage team priorities and workflows to meet short- and long-term objectives related to: Data collection, Shapefile management, NRF/ALI discrepancy referrals, 9-1-1 ticket queue KPIs, VoIP deployment activities.
• Respond promptly to internal and external requests for information and support.
• Maintain accurate records and documentation related to PSAP data collection activities.
• Establish measurable team goals and drive consistent achievement of performance targets.
• Monitor, analyze, and report on KPIs while identifying opportunities for process improvement and operational efficiency.
• Serve as an escalation point for complex issues and provide guidance and support to team members.
• Develop, maintain, and improve operational processes and documentation.
• Collaborate with Emergency Services Operations, Network Planning, and Project Management teams to support deployment of 9-1-1 solutions.

Benefits

• Comprehensive market competitive medical, dental, and vision plans.
• Variety of supplemental plans
• Access to telehealth for all participants.
• Free virtual counselling resources through our global Employee Assistance Program.
• Roth and Pre-tax 401(k) options including an employer match for all participants.
• Generous paid time off program.
• Paid parental leave and family planning support.
• Flexible remote work offerings.
• Paid time off to support a volunteer program of your choice.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree