Rapid Response is seeking an Operations Manager. The Operations Manager is responsible for supporting and leading our Operations Supervisors and Control Center Specialists while they are focused on saving lives and protecting property. The Operations Manager will be accountable for monitoring real-time call data, service levels, and staffing changes. The Manager will be prepared to aid in all emergency dispatches and circumstances that require an escalated response. In addition, the Operations Manager will be focused on the high-level direction of their team in alignment with the rest of the department and organization.

BASIC QUALIFICATIONS

• 2-year college degree or equivalent Military experience.
• Required, 2+ years of call center/central station experience
• Ability to manage sensitive situations with extreme professionalism and confidentiality.
• Excellent adherence to schedule and communication skills required.

PREFERRED QUALIFICATIONS

• 2 years of previous management, supervisory or leadership experience
• 4-year college degree or equivalent Military experience.

• Supervise, support, and guide day-to-day activities of the Operations Supervisors (Supervisors) and their leadership of the Control Center Specialists (Specialists) and the call and alarm volume.
• Provide Supervisors with guidance and direction on how to properly lead, motivate, and condition Specialists.
• Support Supervisors by providing appropriate resolution techniques in real-time emergencies and potentially sensitive situations.
• Identify deficiencies or areas of opportunity and coordinate appropriate training needs.
• Provide tools and education to Supervisors that allow them to monitor and evaluate inbound and outbound alarm and call traffic through multiple automation platforms.
• Execute and bring to closure policy or procedural initiatives that impact the expectations of the Supervisors and/or Specialists.
• Train and prepare to escalate internal or customer facing improvement opportunities to the appropriate on-call personnel and commensurate support teams.
• Observe and analyze changes in call volume or service levels, and in turn recommend or make appropriate changes to staffing and the allocation of resources.
• Lead the engagement and motivation of their entire staff to drive and complete company initiatives daily.
• Prepared to handle in-bound and out-bound call traffic as needed.
• Promote a positive and supportive working environment that motivates high performance and recognizes staff performance and contributions.