Position Summary

The Communication Operator Supervisor is responsible for supervising communication operators, coordinating daily communication activities, monitoring performance, and ensuring compliance with organizational policies and procedures. The supervisor serves as a point of contact for escalated issues and helps maintain high standards of customer service and operational effectiveness.

This is a salaried, exempt position. The Communications Operator Supervisor reports to the Police Lieutenant.

Essential Job Functions

Supervise and schedule communication operators and dispatch personnel
Monitor incoming and outgoing communications for accuracy, professionalism, and compliance
Provide training, coaching, and performance evaluations for team members
Handle escalated calls, complaints, or communication-related incidents
Ensure communication systems, radios, telephones, and software are functioning properly
Maintain records, logs, reports, and operational documentation
Coordinate communication activities during emergencies or high-volume periods
Enforce company policies, procedures, and safety standards
Assist with staffing, recruitment, and onboarding of new operators
Generate performance reports and recommend process improvement

Knowledge, Skills And Abilities Required

High school diploma or equivalent (associate or bachelor’s degree may be preferred)
Experience in communications, dispatching, call center operations, or a related field
Previous supervisory or leadership experience with team management preferred but not required
Strong verbal and written communication skills
Ability to multitask and make decisions in fast-paced environments
Proficiency with communication systems, dispatch software, and computer applications
Strong problem-solving and conflict-resolution abilities
Excellent customer service, while maintaining a calm demeanor
Attention to detail with a high accuracy rate
Time management and organizational skills
Knowledge of emergency communication procedures (if applicable)

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Omaha Airport Authority

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