SALARY
$20.98 – $23.15 Hourly

$1,678.40 – $1,852.00 Biweekly

$3,636.53 – $4,012.67 Monthly

$43,638.40 – $48,152.00 Annually

Position Summary 

Supervise, assign, review and participate in the work of staff responsible for the Aviation Department’s Operations Center during an assigned shift; ensure work quality and adherence to established policies and procedures and perform the more technical and complex tasks relative to assigned area of responsibility.

This is a safety sensitive position subject to random drug/alcohol testing.

Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.

Supervision Received and Exercised

Receive direction from higher level supervisory or management staff.

Exercise direct supervision over professional, technical and clerical staff.

 

Essential and Supplemental Functions 

ESSENTIAL FUNCTIONS:  (Essential functions may include, but are not limited to the functions listed below)

Plan, prioritize, assign, supervise, review and participate in the work of staff responsible for providing emergency communications and communications services.
Establish schedules and methods for providing Operations Center services; identify resource needs; review needs with appropriate management staff; allocate resources accordingly.
Participate in the development of policies and procedures; monitor work activities to ensure compliance with established policies and procedures; make recommendations for changes and improvements to existing standards and procedures.
Recommend and assist in the implementation of goals and objectives; implement approved policies and procedures.
Monitor and perform the more technical and complex tasks of the work unit to include quality control, assuring courteous, expeditious call handling, and good communication skills.
Ensure that all electronic equipment and databases relative to Operations Center activities are operating; troubleshoot and perform minor repairs; evaluate and recommend changes to the automation needs of the communications center.
Conduct investigations of citizen complaints regarding employees under his/her command and forward findings and recommendations to supervisor/manager.
Prepare and provide statistical and analytical reports on operations and activities; make recommendations as appropriate.
Participate in the selection of Operations Center staff; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline actions.
Motivate, train and evaluate staff; provide or coordinate staff training and continuing education; work with staff to correct deficiencies.
SUPPLEMENTAL FUNCTIONS:Perform all duties of operations dispatchers.
Provide program and project assistance on a variety of special projects as assigned.
Attend and participate in professional group meetings; stay abreast of new trends and innovations in the field of airport operations and communications.
Perform related duties and responsibilities as required.
 

Minimum Education and Experience Requirements 

Education and experience directly related to the minimum requirements below may be interchangeable on a year for year basis.

Associate’s degree in business or communications; and

Four (4) years of call-center operations or airport communications experience; and

To include one (1) year supervisory experience.

 

ADDITIONAL REQUIREMENTS: 

Dependent on position may require a valid New Mexico Driver’s license and a City Operator’s Permit (COP).

Possession of a New Mexico State Police Radio Dispatcher Certification within one (1) year from date of hire.

Possession of a National Crime Information Center (NCIC) Certification within one (1) year from date of hire.

Must be able to successfully qualify for and maintain a Sunport Access Control Card as determined by the criteria set forth by the policies and guidelines of the Aviation Department and the Transportation Security Administration (TSA).

Successful completion of a security background check conducted by U.S. Customs & Border Protection, if applicable.

 

Preferred Knowledge 

Operations, services and activities of an airport operations and emergency communications program
Principles of supervision, training and performance evaluation
Modern and complex principles and practices of airport operations and communications
Operational characteristics of an airport operations center and emergency communications services system and equipment
Police dispatcher, 911 operator and NCIC operator functions
Methods and techniques of investigation
Principles of business letter writing and basic report preparation
English language usage, spelling, grammar and punctuation
Pertinent Federal, State, and local laws, codes and regulations
Preferred Skills and Ability 

Supervise, organize, and review the work of lower level staff
Select, supervise, train and evaluate staff
Interpret and explain City policies and procedures and pertinent union contracts
Prepare clear and concise reports
Type at a speed necessary for successful job performance
Respond to requests and inquiries from the general public
Work under pressure, exercise good judgment and make sound decisions in emergency situations
Operate emergency communications systems
Work flexible hours including evenings and weekends
Understand and follow oral and written instructions
Communicate clearly and concisely
Establish and maintain effective working relationships with those contacted in the course of work including City officials and the general public
Perform the essential functions of the job with or without reasonable accommodation
 

Working Conditions

Environmental:
Operations center environment; exposure to computer screens; work in confined spaces.

Physical:
Essential and supplemental functions may require maintaining physical condition necessary for sitting for prolonged periods of time; light lifting, extensive use of computer keyboard, shift work with odd days off.