This is advanced professional and administrative work managing the operations of a County-Regional Communications Consolidated Dispatch System. Work involves planning, coordinating, and providing management and direction for the Operations section of the Dispatch Center. Duties include reviewing and approving new work flows, evaluating new processes, recommending cost effective solutions, and reviewing problem trend reports. Supervision is exercised over subordinate professional, operations and contract personnel. Work is reviewed by an administrative superior through conferences, reports, and evaluation of results.
Manages strategies, and implementation plans to improve and standardize all aspects of Dispatch Center operations.
Plans, assigns and coordinates the activities of subordinate professional, operations and contract personnel.
Manages productivity, quality assurance/control and overall performance of Dispatch Center staff.
Manages Dispatch Center’s budget and operational/project timelines.
Provides technical, process and operations research, review, consultation and recommendations on Regional Communications issues.
Prepares cost benefit analyses and statements for process changes and configurations.
Manages contract compliance by developing and maintaining key performance indicators and quality assurance methodologies.
Manages performance/productivity, quality assurance and quality control of Dispatch Center through use of Key Performance Indicators (KPI), using real time, near real time and historical reports.
Reports and tracks Key Performance Indicators (KPI) of Assigned Dispatch Center.
Maintains clear lines of communications within assigned Dispatch Center staff, vendor, contractor and management.
Provides outreach to municipals agencies by leading and participating is focus groups, quality teams and review communities.
Manages Scheduling Process.
Plans, schedules, and assigns available resources to optimize resource utilization.
Manages execution of standard operating procedures to insure uniformity of service delivery.
Manages operational plans for Business Continuity and Disaster Recovery.
Manages the assigned Dispatch Center facilities to ensure staff safety and wellbeing.
Manages Quality Improvement Processes.
Performs related work as required.
KNOWLEDGE, ABILITIES AND SKILLS:
Considerable knowledge of theories and methodologies currently used in large call taking systems to provide call taking, dispatching and teletype support for Public Service Answering Points.
Considerable knowledge of call center analytics, dispatch operations and computer aided dispatch technologies.
Considerable knowledge of current technology and developments in the fields of call centers and office systems.
Considerable knowledge of effective management theories, principles and practices.
Considerable knowledge of planning, organization and supervision.
Considerable knowledge of quality customer service practices.
Ability to supervise a staff of professional and technical personnel and promote teamwork and effective communications among staff.
Ability to work in close cooperation with other members of the support team to support organizational goals.
Ability to adapt to a dynamic working environment.
Ability to serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Ethics and Conflict of Interest policies.
Ability to establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds regardless of race, religion, age, sex, disability, or political affiliation.
REQUIRED EXPERIENCE AND TRAINING:
Graduation from an accredited four year college or university with major course work in computer science, business administration, management information systems, or related field; four (4) years experience in managing call center operations and emergency communications centers, including two (2) years experience in the supervisory and administrative aspects of the work; or any equivalent combination of relevant training and experience.
Current Basic FCIC/NCI Certification or eligibility to obtain crime information system access certification at time of application.
Bargaining Unit: Unrepresented
FLSA Status: Exempt
Code of Ethics Certification: No
Class Spec Estab./Revised: E11/2014
Be advised that during emergency conditions, all County employees are automatically considered emergency service workers.
County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.