Call Center Operations Manager - Fire Department

SALARY RANGE: $71,745.00 - $115,063.00 ANNUALLY

GET TO KNOW US

Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops. You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits

CLASS DESCRIPTION

A Call Center Operations Manager oversees the activities of a City emergency or non-emergency call taking or dispatch section in the City’s centralized One Call Center facility. That facility receives, processes and dispatches emergency services in response to public calls for emergency and non-emergency police assistance, information and requests for a wide range of government services and ensures that operational efficiencies, goals and objectives are met. The work of this class involves directing the activities of call-taking or dispatching sections through subordinate supervisors.

Incumbents receive managerial direction from an administrative superior. Employees in this class work a work week that includes shift, weekend and holiday hours; subject to call-back and to work extended shifts as required. Work is performed in an office where there are few hazardous conditions, but where some mental pressure and stress may be encountered at times. Work requires minimal physical exertion.

TYPICAL EXAMPLES OF THE WORK

(The following examples illustrate the work performed in the positions in the class. Positions may require some or all of these examples depending on the organization of the work within the agency. This list is not inclusive. A position may require related duties not listed, if necessary to accomplish the work of the agency.)

• Oversees and coordinates, through subordinate supervisors, the operations and activities of a 311, 911 or emergency dispatch section providing responses to citizen emergency or non-emergency police calls or general requests for City services and information.
• Assigns and reviews work assignments, evaluates the performance of, disciplines and recommends the hiring, firing and promoting of subordinate unit supervisors.
• Studies and observes workflow, staff patterns, policies and administrative and operational procedures to identify problems and increase operational efficiency; research industry best practices and recommends and details proposed changes and implementation plans to superiors
• Reviews and implements administrative policies and procedures; monitors to ensure compliance.
• Research, analyze, and prepare statistical and narrative reports, studies and analyses on section operations; tracks Automated Call Distributor (ACD), Computer Aided Dispatch (CAD) operations and performance measures such as volume, length of call, dropped calls, and staff productivity.
• Responds to and resolves complex or sensitive administrative and customer service problems.
• Serves as liaison between the Call Center and such user agencies as Fire, Police and Public Works to coordinate operations, improve accuracy and efficiency, update scripts and resolve problems.
• Oversees, monitors, reviews and evaluates the performance and operation of telephone, radio and computerized equipment and systems; ensures that operating problems are referred to the proper authority to ensure that they are addressed and resolved with little disruption to operations.
• Reassigns subordinate staff between work-shifts to cover public peak workload demands.
• Monitors and oversees the maintenance of security and safety operations and procedures.
• May represent the Call Center at meetings with government officials, citizen and community groups and professional organizations.
• Reviews and approves employee attendance records; counsels employees on their work performance and attendance record; establishes tracking systems to ensure that attendance policies are complied with and that staff receive regular training and maintain current certifications; activities.
• Performs related work as required.

SELECTION PROCESS

Only classified City employees who indicate the minimum qualifications on their applications and have successfully completed a probationary period on or before the day of filing an application will be placed on the eligible list without further examination.  The training and experience of each candidate will be evaluated for appropriateness and quantity.  It is essential, therefore, that you give complete and accurate information on your application.  Vagueness or omission may prevent you from being considered for the position.  Qualified candidates will not be listed in rank order.

MINIMUM QUALIFICATION

On or before the date of filing the application, eligible classified City employees must:

Requirements – A bachelor’s degree from an accredited college or university and five years of experience in receiving and responding to emergency, non-emergency or customer service calls in a high-volume call center for a large public or private institution, including one year of such supervisory duties as evaluating the performance, disciplining and recommending the hiring, firing and promoting of staff.

Equivalencies: - One year of additional supervisory experience in an emergency, non-emergency or customer service call center may be substituted for each year of the bachelor’s degree requirement.

LICENSES, REGISTRATIONS AND CERTIFICATES:

Within one year of hire, employees must obtain and maintain current certification as an Emergency Medical Dispatcher and Emergency Fire Dispatcher through the certification body used by the Baltimore City Police Department and current CPR Certification as a condition of continued employment.

In the event of changes in the standards of certification requirements, current employees in this class must obtain and maintain required certifications as an Emergency Medical Dispatcher and Emergency Fire Dispatcher as a condition of continued employment with the Mayor’s Office of Information Technology.

NOTE: Those eligibles who are under final consideration for appointment to positions in this class will be required to authorize the release of criminal conviction information and to pass a Federal, State and Local fingerprint and background investigation by the Baltimore City Police

Department.

Candidates must pass physical, psychological and drug and alcohol tests

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of emergency, non-emergency or customer service telecommunications and dispatching systems, operations and current industry best practices.
• Knowledge of the practices and procedures of computerized data entry.
• Knowledge of computer aided dispatch systems, automated call distribution systems, telephone and radio equipment and consoles, monitoring equipment and related telecommunications equipment.
• Skill in identifying, interpreting and applying guidelines to complex emergency and non-emergency police and customer service calls.
• Skill in utilizing ADC or related equipment and computers to retrieve, record and monitor data from internal and local, state and national public safety databases.
• Skill in the analysis, identification and interpretation of productivity and logistic statistics, operating policies, practices, protocols and procedures to identify trends and correct inefficiencies.
• Ability to research, formulate and revise administrative policies and procedures for a large, centralized government emergency, non-emergency and customer service telecommunications operation.
• Ability to establish and maintain effective working relationships with the public, officials, and others.
• Ability to remain calm and tactful and respond quickly, effectively and with sound judgment to sensitive and volatile situations.
• Ability to speak clearly and concisely in English.
• Ability to research, analyze, and prepare written, oral statistical, and narrative reports.
• Supervisory ability.
• Administrative ability.

EXAMINATION PROCESS
 

Applicants must provide sufficient information on their application to show that they meet the minimum qualifications for this recruitment. Successful applicants will be placed on the employment certified eligible list for at least six months.

The examination will consist of a rating of your education, training, and experience as presented in your application and as they relate to the requirements of the position. You may be required to complete supplemental questions to further examine specific Knowledge, Skills and Abilities of the position. Therefore, it is important that you provide complete and accurate information on your application.

BACKGROUND CHECK

Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint must be successfully completed. 

BENEFITS

The City of Baltimore offers a generous and competitive benefits package. You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits

Financial Disclosure

This position is required to complete a Financial Disclosure pursuant to Sections 7-7, 7-8, and 7-9 of the City Ethics Law. 

Residency & Financial Disclosure

"This position is required to complete an Affidavit for Political Appointees and Public Officials as part of the City’s Residency Requirement.  You will also be required to complete a Financial Disclosure pursuant to Sections 7-7, 7-8, and 7-9 of the City Ethics Law." 

If you have questions regarding this position, please contact (Dayvon Smith), via email at Dayvon.smith@balimorecity.gov.

Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion.  The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression or any other characteristic protected by federal, state or local laws.  Applicants requiring accommodations during the hiring process should contact the Department of Human Resources directly. Do not attach your request for accommodation to the application.

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER