Dispatch & Operations Lead, Call Center

Rural Metro Fire Department; Milwaukie, Northern (OR, KY); Hybrid; USD 48,000 - 50,000; Full time

Job summary

Global Medical Response (GMR) is seeking a Call Center Lead to oversee all Communications Center activities in a full-time role. The position focuses on coordinating routing, scheduling, mapping, reporting, and ensuring service quality.

The candidate will lead training, monitor queues, and ensure accurate shift documentation while maintaining compliance with all policies and regulations.

Qualifications

• Minimum 1 year of experience within a Communications Center/leadership role.
• Phone correspondence and customer service experience.

Responsibilities

• Oversee routing, scheduling, mapping, reporting, and compliance within the Communications Center.
• Assist in development and training to meet contractual obligations.
• Monitor phone queues and coordinate with providers and community partners to resolve issues.
• Accurately complete shift paperwork, including status and call time reports.
• Maintain knowledge of company policies, procedures, rules, and regulations.
• Perform other duties as assigned.

Skills

Staff leadership

Oral communications

Written communications

Time management

Education

High School Diploma or GED

Job description

Global Medical Response (GMR) is seeking a Call Center Lead to oversee all Communications Center activities in a full-time role. The position focuses on coordinating routing, scheduling, mapping, reporting, and ensuring service quality.

The candidate will lead training, monitor queues, and ensure accurate shift documentation while maintaining compliance with all policies and regulations.