WHO YOU ARE

The Operations Support Supervisor (OSS) is responsible for overseeing and coordinating the operations to ensure the operations floors run effectively and safely across the entire Emergency Communications Centre (ECC).  As the key contact for day-to-day floor operations, the Operations Support Supervisor follows a team, monitors workflow and troubleshoots emerging issues. Leveraging a solid functional knowledge base of Operations, the Operations Support Supervisor maintains a bird’s eye view of the whole operation and makes quick informed decisions to keep things stable and on track.

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.

WHAT YOU WILL DO

• Provides supervision of day-to-day operations of the ECC by providing dedicated operational oversight across the entire Emergency Communication Centre (ECC). Performs resource management prioritization and decision making to address in the moment service delivery challenges. Responsible for ensuring the floor operates effectively and safely.
• Monitors staff coverage; ensures that operational service requirements are being met; and collaborates with the ECC Manager, Intraday Coordinator and Workforce Management team on staffing plans. Collaborates closely with Team Supervisors to share performance observations, flag coaching opportunities and contribute to overall strategy execution. Provides in the moment performance and conduct coaching to staff provides input on work development and training opportunities; and oversees and monitors attendance.
• Assigns, supervises and provides support on, the work of dispatchers, call takers, and any other ECC work groups or ECC staff on-duty during an assigned shift; assists in the resolution of workplace problems as required.
• Provides technical and procedural leadership to team members in the event of a disruption or an evacuation to mitigate impact to public safety; perform in the Incident Commander structure as directed during unexpected service interruptions or major events.
• Contributes to ECC Leadership Team with reviewing of ECC procedures and recommends process and procedure improvements based on staff and stakeholder feedback, statistical reports and internal requirements. Assists in the implementation and execution of strategic goals and approved directives.
• Assists the ECC Leadership Team as a subject matter expert to assist in the development, implementation and execution of strategic goals and directives. Key contributor to protocols for risk mitigation and other strategic initiatives. 
• Support Team Supervisors in providing clarity and reinforcement for staff communications, questions and change management. Compiles and maintains resources for staff and other agencies; and oversees the provision of supplies and forms to team members.
• Provides coaching, mentoring and training to new Team and/or Operations Support Supervisors and Acting Supervisors.
• Acts as primary day-to-day contact for internal relations within E-Comm including but not limited to People and Culture, Facilities, Communications & Public Affairs, Security and Service Desk and Technology Services. Primary contact and representative for partner agencies and stakeholder inquiries, concerns and in-the-moment operational issues.
• Answers a variety of telephone and other inquiries related to ECC operations, staff issues and related matters.
• Performs other related duties as required.

WHAT YOU’LL NEED

• Minimum High School Diploma with preference for supplemental courses in communications or contact centre operations, or courses in a related field, including supervisory and customer services courses, plus sound recent and progressively more responsible experience in emergency services communications; or an equivalent combination of education and experience.
• Training and/or experience of the Incident Command structure.
• Comprehensive knowledge of ECC Operations and clear understanding of workflow and experience with all ECC technologies.

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.

JOB DETAILS

• Number of positions:  Minimum of one [1] TFT Supervisor (OSS Team 2)
• Job status: Temporary Full-Time
• Anticipated Length of any Temporary Assignment: Until September 1, 2027
• Hours of work: 4 on 4 off, 12-hour shifts
• Wage/Salary: Management 1 (M1)
• Department: Operations
• Location: ECLMD – Vancouver, BC
• Training: Training will not be offered for this position. Preference will be given to employees who are currently members of the Acting Supervisor pool.
• Team Assignment: A moving of teams to facilitate integration may be required.
• CLOSING DATE FOR APPLICATIONS: Friday, April 17, 2026 @ 11:59pm Pacific Time.

We are committed to accommodating persons with disabilities during the recruitment process and we will provide reasonable accommodations as requested.  If you require assistance or accommodation due to a disability, please email talent@ecomm911.ca

HOW TO APPLY

Select Apply Now and follow the instructions provided to submit your application.