Plans, coordinates, and supervises all aspects of the Government Service Center to ensure efficient operations.
Work requires independent judgment and initiative. General supervision is received from the Assistant Manager, Public Safety Communications Division, who reviews work through observation, reports, correspondence, and achievement of desired results.
Representative Duties /Assignments
Supervises work assignments and professional development of staff.
Ensures inquiries from the public and Orange County citizens are appropriately addressed.
Ensures inquiries are routed to appropriate field personnel or division for resolution.
Ensures upgrades and necessary software maintenance is performed.
Ensures proficiency and refresher training courses are accomplished.
Conducts employee performance reviews.
Interviews, selects, and authorizes hiring of Service Center Specialist I/II & III positions.
Reviews inquiries; randomly monitors calls for quality assurance.
Develops and maintains standards for employee performance.
Assists Assistant Manager with administrative duties and personnel related issues.
Minimum Qualifications
Bachelor’s Degree from an accredited institution in Business Administration or related field and five (5) years supervisory or management experience in a call center environment; or an equivalent combination of relevant education training and experience. Additional technical or operational experience in a call center may be substituted for the required education on a year-for-year basis.
Preferences
Five (5) years of public safety communications or 9-1-1-center management experience.
County Administration 
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