Communications Operator Specialist

Job Description

Job Description

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)