Job Description

TELECOMMUNICATIONS CENTER SUPERVISOR

JOB CODE 01730

Effective Date:	02/97A

DISTINGUISHING FEATURES OF THE CLASS:

The fundamental reason this classification exists is to supervise the operation of the Telecommunications Center which provides citywide communications services on a daily, 24-hour basis. Duties include supervising and training staff on call-handling and phone directory/messaging functions; establishing and reviewing procedures to ensure standards are met; and interacting with City departments and handling the more difficult customer requests or problems. Work involves creating and maintaining a detailed database of City staff phone numbers, City functions, long distance access codes and other related information. Direct supervision is exercised over Telecommunications Operators. The incumbent works under the general supervision of the Telecommunications Services Superintendent.

ESSENTIAL FUNCTIONS:

• Supervises employees involved in the operation of communications equipment, such as personal computers, facsimile equipment, CRT and teleprinter equipment, paging systems, radio dispatching equipment, telecommunications devices for the deaf (TDD), 911 location information (for calls made from City phones), and telecommunications system alarms;
• Interacts with City departments and citizens and handles the more difficult customer requests or problems;
• Trains section employees on existing and acquired telecommunications equipment and procedures;
• Exercises judgment to ensure that the Center promptly answers, analyzes, and distributes various calls for City Hall, Police, and other jurisdictions (State, County, other municipalities);
• Makes necessary contacts and referrals regarding emergency situations such as Fire and Police 911 calls, flooding and other weather-related problems, and telephone/radio/microwave system failures;
• Works with department liaisons in the planning, preparation, verification, and distribution of the City in-house directory and listings in various commercial directories with direct responsibility for the accuracy and timely implementation of these documents;
• Provides detailed written guidelines and on-going training on all equipment, services, and emergency procedures within the Center;
• Checks the preparation and accuracy of reports and information files;
• Monitors customer service levels and provides recommendations on procedural, operational, or policy changes for the Center;
• Provides minor technical assistance and troubleshooting for Center equipment and software;
• Participates in the evacuation of the municipal building during emergency situations or drills;
• Assists the Police, Fire, the Emergency Operations Center and other City departments with miscellaneous emergency requests.
• Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.

Required Knowledge, Skills and Abilities:

Knowledge of:

• Supervisory principles and practices.
• Modern telecommunications equipment and personal computers.
• Office automation applications, such as word processing, spreadsheets, and databases.

Ability to:

• Perform a broad range of supervisory responsibilities over others.
• Remain calm and effective during emergency situations.
• Communicate orally in the English language with customers, clients and the public using a telephone or in a one-to-one or group setting.
• Comprehend and make inferences from written material.
• Produce written documents in the English language using proper sentence construction, punctuation, and grammar.
• Observe or monitor people's behavior to determine compliance with prescribed operating standards.
• Work cooperatively with others.
• Work safely without presenting a direct threat to self or others.

Additional Requirements:

• Some positions will require the performance of other essential and marginal functions depending upon work location, assignment or shift.

ACCEPTABLE EXPERIENCE AND TRAINING:
Three years of progressively responsible experience in operator services in the telecommunications industry, including two years of supervisory experience, supplemented by experience working with computers. Other combinations of experience and education that meet the minimum requirements may be substituted.