|Cape Breton Regional Municipality (CBRM) is the second largest municipality in Nova Scotia, Canada. Located on the eastern side of Cape Breton Island, one of the most scenic islands in the world, CBRM has a population of about 94,000. The natural environment of CBRM and Cape Breton Island is magnificent, providing an endless variety of vistas, activities and experiences.|
CBRM is seeking a new Manager of Dispatch and Call Centre Operations for 911 and 311 programs. Reporting to the Director of Technology / Deputy Chief Administrative Officer you will be responsible for the overall management of the Cape Breton Regional Communications Centre. The Centre acts as a 24/7 – 911 Emergency and Public Safety Dispatch point for all Police and Fire Services within Cape Breton Regional Municipality. In addition, you will assist in the development and implementation as well as management of the new 311 contact centre system for CBRM residents.
Duties involve all aspects of planning, organizing, directing and coordinating the successful day to day operation of the Centre and advising on matters involving public safety communications and monitoring the overall success of the 311 program. Operational responsibilities covering emergency dispatch include certification of voice and data integrity and record retention on all mission critical systems, establishment and maintenance of all corporate Trunk Mobile Radio network infrastructure for Police, Fire Services and the development, implementation and maintenance of operational policies and procedures.
Focus areas will likely include: determine customer support requirements by identifying statistical trends, conducting surveys, benchmarking best practices, maintaining contact with residents, visiting operational environments and analyzing information; implement quality and productivity standards that meet customer support requirements; establish and communicate support metrics that monitor the service performance of the department; develop and manage action plans to implement activities that improve the process and support effectiveness; and, communicate expectations by establishing job standards, reviewing job contributions according to those standards, coach staff towards meeting those standards and counsel when standards are not being met..
You will have a minimum of secondary school graduation; an undergraduate degree is an asset; and three to five plus years of relevant work experience, including experience in a supervisory / management position; exceptional communication, interpersonal, organizational and leadership skills; the ability to multitask effectively with a team, as well as independently; advanced technical skill using the Microsoft Office suite; and you must have thorough knowledge of call / contact centre operations.
Submit your resume and related information to Organization Consulting Limited at CBRMCommunications@oclsearch.ca.
ORGANIZATION CONSULTING LIMITED
|Date Posted:||Monday, July 15, 2019|
|Posting Expires:||Monday, August 12, 2019|
- Offered SalaryN/A
- Career LevelManagement
- ExperienceLess than 2 years
- SECTORMunicipal Government
- Application Closing Time12.08.2019 16:52