Shift Supervisor, Incident Review Center
IRC DIVISION DESCRIPTION
The ShotSpotter Incident Review Center (IRC) is responsible for real-time detection and alerting of public safety personnel to gunfire worldwide, providing increased situational awareness via highly professional and complex assistance to command staff during active assailant responses. ShotSpotter IRC serves as the front line of support for all business-related inquiries and requests, whereupon cases are documented, triaged, and escalated for quality accordingly within the team and throughout ShotSpotter.
Under the direction of the ShotSpotter Gunfire Incident Review Center (IRC) Manager, the IRC Supervisor is responsible for the daily operations and performance of the IRC staff. This person shall supervise, review and participate in daily operations and process oversight for gunfire detection and alerting procedures. The IRC Supervisor is expected to ensure IRC support and report deliverables are created and delivered in a timely manner and in accordance with ShotSpotter standards. This person is responsible for monitoring and managing team’s performance based on service level agreements, pro-actively providing spot-training and counsel to IRC personnel; and guiding the team holistically utilizing a service-first mindset within all elements of the role.
DUTIES AND RESPONSIBILITIES
The following generally describes the functions assigned to individuals within the role but may also include additional duties as assigned.
- Effectively manage people, tasks, processes and priorities in a dynamic, high demand environment.
- Effectively manage all IRC operations and ensure quality of service on a consistent and anticipatory basis.
- Serve as subject matter expert in performing Gunshot detection reviews and processes, and provide guidance, assistance, and direction to the IRC staff. Be the point of escalation during the shift.
- Remain fully knowledgeable of, and enforce all IRC related policies, procedures, and protocols and participate in maintenance of such policies.
- Demonstrate excellence and professionalism at all times and in particular during critical incidents and Gunfire escalations, leading the team accordingly.
- Produce highly accurate and detailed reporting and quality assurance documentation and KPIs.
- Maintain dynamic 7/24/365 staffing plans driven by operational need, adjusted to casework and incident review volume, preplanning for high volume periods and proposing new rotation plans as needed.
- Provide training, continuing education, and coaching for personnel as needed.
- Higher, evaluate and manage performance of staff.
- Create, encourage, and maintain a high-performance work environment conducive of and committed to providing the best support to our customers and coworkers alike.
- Direct, oversee, and actively manage the proper triage of all customer concerns, cases, and forensic report requests.
- Act with urgency on behalf of our agencies during escalations (mass shooting advisories, fully automatic gunfire alerts, officer involved, etc.) ensuring attention to detail and thorough documentation in after action reports.
- Prioritize service and accuracy within the scope of our gunfire alerting protocols, formally debriefing with team members and promote learning and constructive feedback.
- Optimize workflows to provide best service to agencies, including time management for individuals, shifts and IRC team collectively.
- Effectively communicate and work within different levels of organization, including fellow Supervisors, staff and Executive Management staff.
- Strong supervisory skills, with a minimum of one year management or two years of supervisory experience, preferably in a call center or a public safety setting.
- Strong knowledge of a shift oriented environment (staffing, SOPs, etc.) preferably in a call center or a Public Safety organization.
- Ability to identify, measure and report Key Performance Indicators (KPI) for the team, and identify, recommend and execute the appropriate actions to meet the SLAs and KPI targets. Public safety communications and report writing standards.
- Ability to plan for and appropriately respond to system maintenance procedures, network outage plans and unplanned system failures.
- Accurately and dynamically assign tasks to appropriate resources within a mission-critical setting.
- Demonstrate effective and professional written and verbal communication skills.
- Strong multi-tasking skills across multiple workflows, tools, and communication mediums with a high level of accuracy.
- Ability to exercise strong critical-thinking skills and analytical ability under pressure.
- Ability to work during high-volume times and times of critical staffing levels.
- Associates degree or higher or equivalent work in applicable field or technical institute.
- Prior experience with Salesforce or equivalent CRM system.
- Strong working knowledge of MS Office Suite to working proficiency including Outlook, Excel and Word.
- Experience in a public safety communications center or field operations highly desirable.
- Possession of a valid POST Basic Dispatch Certification desired
- Successfully complete the ShotSpotter Incident Review Center Academy within the first three months of employment.
- Flexible Scheduling Options
- Paid Time Off
- On-Site Gym Membership
- Dispatch Certification/Recertification Training
- Health Insurance
- Employee Stock Purchase Plan
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact ShotSpotter at +1.510.794.3183 or firstname.lastname@example.org for assistance.