Telecommunication Supervisor - Philadelphia (3726)
Company: Ocean Bay LLC
Location: Philadelphia
Posted on: April 17, 2024
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Job Description:
Ocean Bay, a subsidiary of Three Saints Bay, LLC, and a Federal
Government Contractor industry leader, is seeking a
Telecommunication Supervisor
POSITION RESPONSIBILITIES:
--- Provide quality control and continuity for dispatch operations
for regions covered by the
FPS MegaCenters. Supervise all aspects of operations regarding all
rules, regulations,
policies and procedures.
--- Review dispatcher performance ex post facto by auditing events,
radio transmissions,
alarm responses and phone calls on a daily basis, following up with
dispatchers regarding
any issues found. Answer questions and provide guidance to
dispatchers when needed.
--- Review and sign off on all dispatcher training
documentation.
--- Perform yearly performance evaluations of all dispatch
personnel. Administer corrective
actions as needed, and complete supervisory-related administrative
duties with
minimal oversight and assistance.
--- Maintain and administer the dispatch schedule ensuring proper
shift staffing for 24 hours
a day, 7 days a week operations. Organize and administer the
biannual shift-bid for
dispatch personnel.
--- Maintain confidentiality of information read or heard while
performing as Supervisor.
--- Review and approve time and attendance.
--- Deal with the public, government employees, and other law
enforcement agencies
using radio and telephone communications. Provide for a high level
of customer
service skills to government stakeholders and customer agencies,
specifically offering the
best possible service in all situations.
--- Verbally communicate in a clear and concise manner on both
telephone and radio
systems.
--- Receive and correctly process emergency communications by
telephone and radio
transmissions, alarm monitoring software, Alarm System and
Telephone Deaf Display
units.
--- Compose accurate entries in MS Word and MS Excel programs. Must
be able to type
35 words per minute with less than one mistake on average.
--- Monitor the primary MegaCenter email address and respond
quickly to communications
from headquarters, FPS field personnel, local management, and
stakeholder agencies.
--- Troubleshoot all equipment issues, including radios, computer
hardware, software and
furniture and report to appropriate personnel. Coordinate yearly
preventative maintenance
on all radio resources with radio subcontractors, FPS radio
technicians and FPS officers.
--- Maintain a constructive working relationship with FPS field
personnel by fielding
questions and complaints and following up on both. Complete
requests for voice
recordings for FPS personnel, compile and review all recordings
before dissemination.
--- Complete all duties for any staff members whenever staff has to
leave the dispatch area
and handle all issues for non-supervisory staff when they need
assistance.
--- Monitor the National Criminal Information Center (NCIC) for
BOLOs, Hit
Confirmations and Officer Safety Bulletins nationwide, and direct
that information to the
appropriate regions. Track and maintain NCIC verifications,
Criminal History
Information, FPS warrants, purges and audits for all records
entered by MegaCenter
personnel.
--- Conduct mission continuity "failover" testing with sister
MegaCenters. Regularly attend
staff meetings. Conduct weekly conference calls with each region's
command staff,
fielding questions and concerns and providing feedback to FPS
personnel.
--- Research and provide responses to inquiries, issues, and/or
complaints.
--- Receive after-hours alarm department phone calls and assist
customers with alarm-related
issues.
--- Receive and forward subcontractor information regarding
equipment outages.
--- Maintain logs to track equipment impairments and outages so
that the radio and IT
groups have a comprehensive background of what occurred while they
were not in the
office.
--- Compile and disseminate nightly and weekly reports detailing
all FPS activity for the
day/week to regional command staff and headquarters personnel.
--- Perform periodic satellite phone testing including coordination
of testing with field
personnel.
--- Complete other tasks/projects as assigned by the Contract
Program Manager or
MegaCenter Manager.
--- Provide a monthly report on all service work accomplished
during the previous month by
the 5th work day of the month following the performance of the
work
POSITION REQUIREMENTS:
--- High School diploma or GED
--- Minimum of 3 years' experience as a 911 dispatcher or similar
function in an emergency
call center.
--- Excellent phone skills
--- Be able to handle filing and other administrative duties
--- Knowledge of a 24-hour emergency communication center including
familiarity with
public safety functions and concerns and of the public safety
communication's
environment, demands, requirements and related laws, regulations
and systems.
--- Supervision - Knowledge of leadership techniques, principles
and procedures to assign
work, schedule, supervise, train, and evaluate the work of assigned
staff.
--- Customer Service - Knowledge of principles and processes for
providing customer
services. This includes meeting established quality standards.
--- Judgment and Decision Making - Uses logic and reasoning to
analyze, understand, and
evaluate complex situations. Identifies the strengths and
weaknesses of alternative
approaches or solutions, to a situation. Exercises appropriate
judgment in establishing
priorities. Considers the relative costs and benefits of potential
actions.
--- Interpersonal Relationships - Develops and maintains
cooperative and professional
relationships with employees at all levels, representatives from
various departments, and
outside agencies. Effectively responds to and resolves complex
inquiries and disputes.
--- Computer Skills - Utilizes a personal computer with word
processing, spreadsheet and
related software with reasonable speed and accuracy.
VEVRAA Federal Contractor
Three Saints Bay, LLC and its subsidiaries offer a diverse,
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 EEO/AA employer. We invite resumes from all interested
parties without regard to race, color, religion, creed, gender,
national origin, age, genetic information, marital or veteran
status, disability, or any other category protected by federal,
state, or local law.
Keywords: Ocean Bay LLC, Philadelphia , Telecommunication Supervisor - Philadelphia (3726), IT / Software / Systems , Philadelphia, Pennsylvania
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