CHEMTREC: Watch Manager

Position Summary:

The position is responsible for managing the day-to-day operations of the assigned shift within the CHEMTREC Operations Center. The position works directly with their assigned watch team members and reports directly to the Director, Operations Center.

Major Duties and Responsibilities:

  • Ensures applicable shift is fully functional and adequately staffed 24 hours per day/seven days per week, including backfilling vacant positions and overseeing disciplinary actions.
  • Oversees day-to-day scheduling of operators including, back-filling absent operators, scheduling breaks, and managing paid-time-off requests.
  • Coordinates necessary training and development for direct reports to ensure a high state of readiness is consistently and constantly maintained.
  • Supervises the daily work activities of direct reports, including establishing performance objectives, conducting performance reviews, and facilitating employee development.
  • Utilizes various tools, resources and statistics to monitor and evaluate performance of the team and individuals on a daily basis to ensure performance expectations are met.
  • Acts a lead trainer and quality assurance representative for individual team.
  • Answers, screens and processes incoming calls as well as prioritizes calls, evaluates and analyzes situations to provide appropriate and timely responses, including calls related to chemical spills, fires, leaks, or personnel exposures. 
  • Executes relevant standard operating procedures, policies, and protocols.
  • Collaborates with other departments within CHEMTREC to provide input and support, as needed.
  • Audits and approves weekly time records of direct reports.
  • Performs other related duties as assigned.

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Qualifications/Requirements:

  • Bachelor’s degree or equivalent experience in similar environment.
  • Three years’ experience in information management, chemistry, hazardous materials, hazardous materials transportation, or emergency response/emergency management discipline.
  • Ability to work 12-hour shifts including weekdays and weeknights as well as weekends and federal holidays.
  • Minimum two years of experience as a Senior Watch Stander.
  • Experience working in a global/international call center or telephone-based customer service environment.
  • Ability to use independent judgment in evaluating situation/issues.
  • Ability to manage and prioritize multiple projects and tasks.
  • Demonstrate strong leadership during stressful and busy situations.
  • Ability to motivate and encourage individuals and teams. 
  • Strong oral and written communication and customer service skills.
  • Working knowledge of Microsoft Office, including Outlook, CRM, Microsoft Word, Excel, and PowerPoint as well as internet applications. 
  • Ability to travel domestically.

» Apply Here

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