Operations Manager, Emergency Communications Centre

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the

many communities that we proudly serve.

**OUR VALUES**

RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION

**Operations Manager, Emergency Communications Centre**

Are you an experienced people leader with a passion for excellence in emergency communications and public safety? Do you thrive in a busy environment where demands are high and there is a need to prioritize what gets done every day? If you are energized by the challenge of transforming our 24/7 Emergency Communications Centre through collaboration with staff and strong change management, we would like to hear from you.

Reporting directly to the Executive Director, Emergency Communications Centres, you will provide leadership, coaching and operational oversight to a team of shift-based supervisors. In this role, you will be responsible for planning, monitoring and reviewing the activities of the Emergency Communications Centre (ECC) in Saanich, providing ongoing strategic direction, advice and guidance.

In this highly visible role, you will support the planning and implementation of operational programs and staff support initiatives including the review of current business practices to better support our frontline staff in meeting internal and agency requirements. You will identify and make recommendations related to service delivery issues, and will be accountable for understanding and improving operational metrics and KPIs.

As an accomplished people leader, you understand that the key to our success is our people. You will lead change management initiatives impacting the ECC, facilitate staff input sessions, identify large-scale training needs and ensure alignment with our core values of respect, integrity, collaboration, accountability and service.

**What you will need**:
Experience in leading through collaboration, accountability, transparency and clear communication

A results driven mindset with a desire to work in a fast-paced environment, whilst understanding the critical nature of the work that we do

A service-delivery mindset, skilled at building effective working relationships with internal and external stakeholders

The ability to remain calm and objective

A natural talent for engaging, influencing and inspiring others

An excellent listener and a transparent communicator

**What you will bring**:
Previous experience in emergency communications, public safety, law enforcement or high volume contact centre would be highly desirable

Significant (5+ years) experience leading teams and managing a diverse group of roles and responsibilities

Demonstrated experience coaching others to a higher level of performance

Demonstrated ability to establish priorities and deliver strategic and tactical objectives

Strong change management skills

Degree or diploma in business administration, public administration or other relevant discipline, including or supplemented by courses in leadership and/or change management, plus sound related experience in a leadership capacity, or an equivalent combination of education, training and experience

**What we offer**:
Competitive salary - with the opportunity for increases

Generous vacation plan

Excellent extended health and dental benefits

Pension - we are members of the Municipal Pension Plan, a defined benefits fund

Career development - we are supportive in developing your skills while pursuing your career at E-Comm

Supportive management team and direct reports

**Security Requirements**:
As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is roughly 3 to 5 years.

**Vaccination Policy**: E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.

**JOB DETAILS**:
Number of positions: 1

Job status: Regular Full-Time

Hours of work: Monday to Friday, 40 hours per week

Wage/Salary: $ 127,448 to $ 149,939

Employee Group: Exempt

Department: Technology Services

Location: E-Comm Vancouver Island (Saanich, BC)