911 Operations Manager, Communications

Post 100 Medic Headquarters 4425 Wilkinson Blvd Charlotte, NC , USA

• Accomplishes staff results and consistent measures by communicating job expectations to supervisors; planning, monitoring, and appraising job results; oversees coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
• Responsible for managing major components of the Communication Center in collaboration with Field Operations, including but not limited to, daily system oversight, unit hour production and schedule execution for the upcoming operational period.
• Establish and achieve strategic goals by gathering pertinent business, finance, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes.
• Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Collaborates on 911 Surcharge annual budget and quarterly submissions to ensure appropriate reimbursement of applicable expenditures from NC 911 Board 911 Surcharge Tax.
• Maintains quality service by supporting and holding accountability for quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state‑of‑the‑art practices; participating in professional societies. Contributes to team effort by accomplishing related results as needed.
• Responsible for Communications oversight with Mecklenburg County Fire Departments by building and fostering relationships. Improve customer experience by understanding their needs and seeking process improvements within Agency, system, and Communications boundaries and responsibilities.
• Primary voting member of RCC (Radio Communications Council) to include ensuring work accomplished is understood as to impact on our Radio System.
• Agency Representation—Adhere to the Medic Standards of Behavior. Adheres to Medic’s Core Values of compassion, customer advocacy, fairness, honesty, integrity, responsibility and straightforwardness. Maintain a positive working relationship with internal and external customers. Maintain confidentiality of information, abide by all applicable laws, comply with departmental policies and corporate compliance plans. Make recommendations for process improvement. Development and support adherence to all Agency policy and procedures.
• Responsible for performance management, project management, coaching, supervision, quality management, budget development, developing standards, and fostering teamwork within Operations-Communications.
• Employee Relations—Manages subordinate supervisors, who supervise employees in Communications. Responsible for overall direction, coordination, and evaluation of this unit. Oversees Operations Supervisors’ investigations of employees for disciplinary matters, review reports regarding the investigations and approves discipline recommendations in consultation with the Human Resources. Provides leadership to Supervisors and employees in order to develop skills enabling them to resolve difference and conflicts, and advises employees, in consultation with HR as needed.
  
  Coordinates and facilitates grievance procedures. Analyzes, develops and reviews policies and regulations for personnel matters. Advises Operations Supervisors on the proper procedure in handling personnel matters and issues including employee evaluations. Responsible for…