Supervisor, Communication Analyst

US-MO-Lebanon
Job ID
2017-1561
# of Openings
1

Overview

A supervisory position over Communications Analyst Is and Communications Analyst IIs to include assisting with quality assurance for these associates.  This will also include examining and analyzing calls for state agencies.

Responsibilities

This description may not include all the duties, knowledge, skills, or abilities associated with this classification.

  • Oversee team members daily work assignments.
  • Answers questions from team members.
  • Supervise a team made up of no more than a total of 10 Communications Analyst Is and Communications Analyst IIs.
  • Review errors and coach team members in a timely manner.
  • Preforms job duties of CA I and CA II.
  • Assist CA I with questions or system processes.
  • Assists with assignments or responsibilities assigned by Office Manager.
  • Work on a team with limited supervision to complete daily assignments.
    • ICERs
    • TTY Calls
    • Quality Control
  • Completes daily system testing and provides feedback prior to start of 7 am shift.
  • Test and provide feedback on new system updates prior to being released. 
  • Review calls from a State agency and meet targeted call minute requirements.
  • Be knowledgeable and able to recognize key words, phrases, cryptic messages, slang/gang terms and other hidden messages and disseminate to assigned Investigative Analyst.
  • Examine and analyze a variety of call recordings and escalating intelligence regarding victims, and persons suspected of violating statutes, policies and/or procedures, or program requirements administered by the assigned agency.
  • Examine and analyze a variety of call recordings and escalating intelligence regarding improper or unlawful activities including but not limited to; resulting in the diversion of controlled drugs, assault or any other bodily harm (physical or sexual), weapons location, cell phone location, escape, and Suicide.
  • Immediate notification to Investigative Analyst and/or Other Guarded Exchange senior staff to include but not limited to: eminent danger, child abuse, elderly Abuse, kidnapping, staff involvement with offenders, staff misconduct, and ANY staff sexual contact.
  • Exercises independence in performance of responsibilities and work towards targeted goals.
  • Performs other related work as assigned.
  • Train CA II’s on client directed request policy and procedures.

Qualifications

Competencies

 

  • Ability to multitask.
  • Computer literate, specifically in Microsoft Office and Google Drive.
  • Communication skills – written and verbal
  • Must type a minimum of 30 words per minute.
  • Excellent attendance record.
  • Detail oriented with specific emphasis on listening skills.
  • Must be able to pass and maintain a background check administered by the Missouri Department of Corrections.
  • Mandatory confidentiality relating to work performed.
  • Fluency in a second language given preferential consideration.
  • Ability to work in a secured team environment.
  • Must be able to pass a pre-placement drug screen.

Minimum Qualifications

 

  • High School Diploma or GED is required.

Preferred Qualifications

 

  • 1+ years of experience as a combination of a Communication Analyst I and Communication Analyst II. Strong typing and organizing skills. Ability to stay on task with limited supervision. Adequate grammar skills and ability to multi-task. 

Physical Requirements

 

 

Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools.  May be required to lift up to 25 pounds. 

 

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

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