Dispatch Communications Supervisor
- Provide leadership and direction in the planning, development, implementation, and monitoring of operational goals.
- Accountable for center operations while managing a shift.
- Ensure that customers' questions and problems are resolved properly and quickly according to complaint resolution processes. Address challenging customers and problems that require escalation outside of the department.
- Provides input into center staffing levels and decisions to ensure team member development and talent acquisition to achieve and maintain Communication Center operational requirements.
- Communicate regularly with peer team and Communication Center Manager about operational issues, observations, insights, and suggestions. Communicates and behaves in a way that promotes a unified Communication Center management team.
- Provides coaching and direction to the team to take action and to achieve operational goals.
- Demonstrate a calm demeanor during periods of high volume or unusual events and manage smooth transitions thereafter to keep the center operating to established standards and to set a positive example for the Communication Center team.
- Achieve customer service goals and affect advancements in the quality and level of care provided by the staff at AMR.
- Establish and ensure positive working relationships with stakeholders outside the organization; co-responders, EMS Agencies, area hospitals, clinics, community health departments, regulatory entities, and allied organizations
- Ensure the organization meets or exceeds all governmental, regulatory and accreditation standards in all areas of day to day operations.
- Support and uphold all policies, procedures, and protocols associated with the operations of the Communications Center and AMR as a whole.
- Develops understanding of operational tools, systems, and processes to plan for and achieve operational excellence in the Communication Center.
- Maintains regular and consistent attendance and punctuality.
- Ensures team members adhere to operational compliance requirements.
- Will act as an internal consultant by leading the design/redesign, development, implementation and monitoring of process improvement to enhance quality, operational performance and customer experience
- Maintain a positive working environment that attracts and retains high-quality staff.
- Establish and ensure the AMR organization adheres to prescribed standards of quality assurance and performance improvement.
- Adhere to all company policies and procedures.
- Acts with integrity, honesty and knowledge that promotes the mission and values of AMR.
- Perform other duties as assigned QUALIFICATIONS Experience:
- Twelve (12) months of experience in a position that required constant interacting with and fulfilling the requests of customers, i.e. call center, retail.
- At least six (6) months of experience directing the work of others, preferably providing guidance on call handling and service / dispatch processes; coordinating the tasks of two (2) or more team members in a call center, service, or retail environment.
- High School Diploma, GED, or equivalent
- Associates degree preferred
- Available to work flexible hours that may include early mornings, evenings, nights, weekend, and / or holidays.
- Demonstrated success in establishing a wide range of business and professional relationships.
- Coordinates consistent operations and leadership between all leadership team members.
- Demonstrate ability to learn and perform all dispatch and call taking functions at a high level.
- Certification as an IAED EMD preferred
- Work is performed primarily in an indoor office call center environment.
- Heavy phone and computer use.
- Occasionally: Analyzing, judgment.
- Frequently:
- Constantly: Problem solving, decision making, reasoning.
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