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)
#hc254664