Operations Center Supervisor (Night Shift)

ALERTWest•Chico, CA

18h•$30 - $33•Onsite

About The Position

As the Operation Center Supervisor (Night Shift), you support the Operations Center Manager in managing day-to-day operations and assist direct reports with their duties as needed. You supervise assigned direct reports, ensuring they meet their responsibilities, and contribute to the hiring and onboarding process by participating in interviewing, selection, and training of new hires, while also working to keep the team motivated. You respond to client inquiries and resolve issues promptly to ensure client satisfaction. Your work is performed under moderate supervision, reporting directly to the department manager.

Requirements

Bachelor’s degree in business management or a related field, or an equivalent combination of skills, experience, and education.
Previous experience in customer service or client-facing roles.
Proficient in Office 365 and other relevant software platforms and support systems.
Reliable transportation to and from the Operations Center.
Flexibility to accommodate heightened fire activity, short staffing, or emergency call-ins.
Ability to adhere to a full-time schedule to support wildfire emergency response.
Strong communication skills for effective client interaction and stakeholder engagement.
Ability to maintain composure, manage emotions, and demonstrate professionalism during high-stress, high-emotion situations.
Experience in conflict resolution, troubleshooting, and problem-solving with professional assertiveness.
Strong ability to recover from setbacks, adapt to difficult circumstances, and perform effectively under pressure.
Excellent organizational skills to manage multiple tasks and projects.
Experience in providing high-quality customer support.
Analytical mindset to translate client feedback into actionable insights.
Collaborative mindset for effective cross-functional teamwork.
Commitment to upholding company values.
Proficiency in user account management and group coordination systems.
Ability to sit for extended periods of time and use repetitive motions including writing and typing.
Specific vision requirements include close, distant, and peripheral vision, depth perception, and focus adjustment.
Requires use of near vision with or without correction, and an ability to see details at close range (such as using a computer monitor, reading reports, etc.).
Use of computer systems, video displays, keyboard, mouse, and other peripherals for prolonged periods of time.
Use of hands to hold, grip, carry, and physically interact with objects, tools, or controls.
Must be able to navigate all areas of the office, occasionally including areas accessible only by stairs.
Occasionally may require carrying, lifting, pushing and/or pulling objects up to 25 pounds.

Responsibilities

Fulfill supervisory responsibilities, overseeing the day-to-day operation of the ALERTWest Operations department.
Promote excellent client relations at all times by demonstrating a professional and calm demeanor.
Assist any and all department members when requested and/or as necessary.
Answer questions and provide guidance and feedback.
Adjust and/or fix client issues as necessary.
Interact with clients and employees to resolve escalated issues involving management as needed.
Problem solves technical challenges by maintaining emotional intelligence and critical thinking in escalated situations to come up with resolutions.
Monitor and evaluate data for essential KPIs to provide ongoing team feedback to ensure excellent operations.
Ensure adherence to policies for attendance, established procedures etc.
Create and update training and procedure guidelines.
Inform management on issues and problems on a continuous basis.
Collaborate with other departments as needed.
Attend work on a regular and continuous basis.
Supervise direct reports by selecting, assigning, and coordinating work and overtime schedules.
Track attendance, leave, or other scheduling concerns for direct reports.
Oversee the team of Operation Technicians and ensure they comply with company guidelines.
Ensure the team is following company and departmental policies, practices, and procedures.
Measure employee’s performance by reviewing and evaluating the work of direct reports.
Perform reviews in a way that displays high professional standards.
Take corrective action when problems, performance and/or other issues develop with employees.
Collaborate with management and HR on hiring and recruiting efforts.
Onboard and train new hires.
Validate employee timecards in a timely and accurate manner.
Resolve employee issues, disputes, and conflicts. Escalate to management and/or HR when appropriate.
Identify training opportunities for assigned direct reports to foster continuous improvement in the team.

Benefits

On-site cafeteria with daily lunches.
Interactive employee training and onboarding.
Company social outings, parties, and events.
Group Medical and Dental group insurance.
Life Insurance.
Vision reimbursement program.
Free Residential Internet Service (if you reside in the coverage area).
401k - currently 4% employer match.
Sick and Vacation Pay.
Holiday pay.
Employee Assistance Program (EAP).
Medical benefits without a waiting period (available 1st of month after you start).