Manager, 911 PSAP Team

Job not on LinkedIn

🕒 May 28

🇺🇸 United States – Remote

💵 $120k - $150k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🖥️ SAP Consultant

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Sinch

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔌 API

📡 Telecommunications

🤝 B2B

💰 $48.8M Post-IPO Debt - Sinch on 2024-09

API • Telecommunications • B2B

Sinch is a global communications platform (CPaaS) that provides APIs and applications for messaging, voice, email, verification, and conversational AI, along with network connectivity and telco services. It enables businesses to run marketing campaigns, send notifications and alerts, verify identities, and support customers across SMS, RCS, WhatsApp, email, and voice channels, backed by large-scale operator connections and infrastructure. Sinch serves enterprises and communication providers with scalable, secure messaging and voice infrastructure and developer-focused APIs and tools.

📋 Description

• Oversee daily operations for PSAP Representatives, Data Collection Specialists, and GIS Specialist. • Lead, coach, and develop the 9-1-1 PSAP Team to ensure high performance and operational excellence. • Manage team priorities and workflows to meet short- and long-term objectives related to: • Data collection • Shapefile management • NRF/ALI discrepancy referrals • 9-1-1 ticket queue KPIs • VoIP deployment activities • Respond promptly to internal and external requests for information and support. • Maintain accurate records and documentation related to PSAP data collection activities. • Establish measurable team goals and drive consistent achievement of performance targets. • Monitor, analyze, and report on KPIs while identifying opportunities for process improvement and operational efficiency. • Serve as an escalation point for complex issues and provide guidance and support to team members. • Develop, maintain, and improve operational processes and documentation. • Collaborate with Emergency Services Operations, Network Planning, and Project Management teams to support deployment of 9-1-1 solutions.

🎯 Requirements

• 8+ years customer service experience required • 5+ years supervisory experience • Strong efficiency and organizational skills, and demonstrated attention to detail • Skilled in communicating issues, impacts, and corrective actions on programs to internal and external representatives. • Experience balancing team workloads • Ability to understand and communicate both technical and business information in verbal and written form. • Excellent verbal and written communication skills • Able to maintain calm under pressure • Bachelor's Degree or equivalent work experience. • Proficiency with Microsoft Office Suite • 5+ years’ experience working with Public Safety Answering Points strongly preferred • 5+ years telecom experience, including understanding of rate centers and 9-1-1 call routing preferred

🏖️ Benefits

• Comprehensive market competitive medical, dental, and vision plans. • Access to telehealth for all participants. • Free virtual counselling resources through global Employee Assistance Program. • Roth and Pre-tax 401(k) options including employer match for all participants. • Generous paid time off program. • Paid parental leave and family planning support. • Flexible remote work offerings that allow you to work wherever you are the most productive.