Key skills
VoIPProject ManagementCommunicationRemote Work
About this role
Role Overview
- Oversee daily operations for PSAP Representatives, Data Collection Specialists, and GIS Specialist.
- Lead, coach, and develop the 9-1-1 PSAP Team to ensure high performance and operational excellence.
- Manage team priorities and workflows to meet short
- and long-term objectives related to:
- Data collection
- Shapefile management
- NRF/ALI discrepancy referrals
- 9-1-1 ticket queue KPIs
- VoIP deployment activities
- Respond promptly to internal and external requests for information and support.
- Maintain accurate records and documentation related to PSAP data collection activities.
- Establish measurable team goals and drive consistent achievement of performance targets.
- Monitor, analyze, and report on KPIs while identifying opportunities for process improvement and operational efficiency.
- Serve as an escalation point for complex issues and provide guidance and support to team members.
- Develop, maintain, and improve operational processes and documentation.
- Collaborate with Emergency Services Operations, Network Planning, and Project Management teams to support deployment of 9-1-1 solutions.
Requirements
- 8+ years customer service experience required
- 5+ years supervisory experience
- Strong efficiency and organizational skills, and demonstrated attention to detail
- Skilled in communicating issues, impacts, and corrective actions on programs to internal and external representatives.
- Experience balancing team workloads
- Ability to understand and communicate both technical and business information in verbal and written form.
- Excellent verbal and written communication skills
- Able to maintain calm under pressure
- Bachelor's Degree or equivalent work experience.
- Proficiency with Microsoft Office Suite
- 5+ years’ experience working with Public Safety Answering Points strongly preferred
- 5+ years telecom experience, including understanding of rate centers and 9-1-1 call routing preferred
Tech Stack
- VoIP
Benefits
- Comprehensive market competitive medical, dental, and vision plans.
- Access to telehealth for all participants.
- Free virtual counselling resources through global Employee Assistance Program.
- Roth and Pre-tax 401(k) options including employer match for all participants.
- Generous paid time off program.
- Paid parental leave and family planning support.
- Flexible remote work offerings that allow you to work wherever you are the most productive.