Associate EMS Dispatch Supervisor

Rural Metro Fire Department; Waco (TX); Hybrid; USD 60,000 - 90,000; Full time

Job summary

AMR is seeking an Associate Supervisor to assist the Communications Manager in operating the Communication Center during scheduled shifts. You will deploy team members, delegate tasks, train and coach staff to create a positive customer experience in line with AMR values.

Responsibilities include leading staffing decisions, addressing escalations, ensuring regulatory compliance, and driving process improvements to achieve performance goals. Flexible hours and strong teamwork are essential.

Qualifications

• 12 months experience interacting with customers (call center, retail, etc.).
• At least 6 months directing the work of others, coordinating two+ team members.

Responsibilities

• Provide leadership and direction to plan, develop, implement, and monitor goals.
• Accountable for center operations while managing a shift.
• Resolve customer questions and issues per escalation processes; handle escalations as needed.
• Contribute to staffing decisions to meet operational requirements and staff development.
• Communicate with peers and the Communications Center Manager about issues and improvements.
• Coach the team to achieve operational goals and maintain quality service.
• Demonstrate calm leadership during high volume or unusual events.
• Drive customer service improvements and outcomes in AMR operations.
• Build positive relations with external stakeholders (EMS, hospitals, agencies).
• Ensure compliance with regulatory standards and AMR policies.
• Lead process improvement initiatives to enhance quality and customer experience.

Skills

Leadership

Call center ops

Team coaching

Customer service

Process improvement

Staffing

Education

High School Diploma/GED

Associates degree preferred

Job description

Associate Supervisor

Reporting to the Communications Manager, the position contributes to the company’s success by assisting the Communications Manager in executing Communication Center operations during scheduled shifts. The incumbent in this job deploys Communication Center team members, delegates tasks, maintains oversight, direction, trains, and coaches so that team members can create and maintain the Company experience for our customers. This person will promote a positive working environment in the Communication Center, by modeling and acting in accordance with company values.

ESSENTIAL FUNCTIONS/DUTIES

• 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.

Education

• High School Diploma, GED, or equivalent
• Associates degree preferred

Skills

• 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.

Credentials/Licenses

• Certification as an IAED EMD preferred

Why Choose AMR?

AMR is one of Global Medical Response (GMR) family of solutions. Our GMR teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. View the stories on how our employees provide care to the world at www.AtaMomentsNotice.com.

GMR’s Core Behaviors

keep care at the center, raise your hand,seekto understand, find a way together and be accountable—uniteour teamsand set us apart in emergency medical services.

EEO Statement

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.

Check out our careers site benefits page to learn more about our benefit options.