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Call Center Manager (3684)
Call Center Manager (3684)Clearance Jobs • Denver, CO, US
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Call Center Manager (3684)

Call Center Manager (3684)

Clearance Jobs • Denver, CO, US
30+ days ago
Job type
  • Full-time
Job description

911 / Emergency Call Center Manager

Ocean Bay, a subsidiary of Three Saints Bay, LLC, and a Federal Government Contractor industry leader, is seeking a 911 / Emergency Call Center Manager. Position responsibilities include:

Position Responsibilities:

  • Ensure proper training for Call Center operations.
  • Review training requests based on Call Center needs.
  • Develop, execute, and track training opportunities.
  • Oversee and manage employee conduct within Call Center.
  • Manage hiring processes for new employees.
  • Generate monthly progress reports.
  • Review corporate expenditure and billing documents.
  • Oversee Dispatcher Shift Bid process.
  • Provide Federal Management operational effectiveness reports.
  • Optimize dispatch program performance.
  • Recommend equipment needs and replacement.
  • Conduct electronic file review for dispatch personnel.
  • Assist in ensuring staff attains dispatch goals.
  • Attend supervisory strategy and performance meetings.
  • Create and oversee the Performance Management Plan.
  • Review, approve, and amend performance reviews.
  • Address all standard operating procedure (SOP) issues.
  • Maintain 24-hour day connectivity with the Call Center.
  • Act as liaison between contract and Federal staff.
  • Maintain knowledge of HVAC/CRAC unit systems.

Position Requirements:

  • High School diploma or GED.
  • Any equivalent combination of education and experience.
  • At least 5-10 years of communications dispatching/supervisory experience.
  • Knowledge of a 24-hour emergency communication center.
  • Knowledge of principles and processes for providing customer services.
  • Industry Standard recognized certifications relating to 911/Call Center Operator and/or Supervisor training.
  • Demonstrated ability to supervise a staff of 30-50 employees.

This position is located in Denver, CO. Hiring range: $75,000- $85,000. VEVRAA Federal Contractor Three Saints Bay, LLC and its subsidiaries offer a 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 Equal Opportunity Employer.

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Call Center Manager (3684) • Denver, CO, US

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