Communication Center Team Lead

Rural Metro Fire Department; Waco, Northern (TX, KY); Hybrid; USD 52,000 - 78,000; Full time

Job summary

AMR is seeking an Associate Supervisor to assist the Communications Manager in operating the Communications Center during shifts. This role deploys staff, delegates tasks, trains and coaches to deliver a compassionate customer experience. It fosters a positive environment and upholds AMR values.

The position requires call center experience, leadership capability, flexible hours, and knowledge of dispatch processes to support high-quality emergency communications.

Qualifications

• 12 months in a role with constant customer interaction (call center, retail).
• 6+ months directing others, guiding call handling or dispatch tasks.

Responsibilities

• Provide leadership and direction for operational goals.
• Manage a shift and center operations.
• Resolve customer questions quickly per complaint processes.
• Input on staffing to ensure team development.
• Communicate with peers and Center Manager on issues.

Skills

Flexibility

Relationship building

Leadership coordination

Dispatch and call taking

Education

High School Diploma

Associates degree preferred

IAED EMD certification

Job description

AMR is seeking an Associate Supervisor to assist the Communications Manager in operating the Communications Center during shifts. This role deploys staff, delegates tasks, trains and coaches to deliver a compassionate customer experience. It fosters a positive environment and upholds AMR values.

The position requires call center experience, leadership capability, flexible hours, and knowledge of dispatch processes to support high-quality emergency communications.