Emergency Dispatch Center Supervisor

Rapid Response Monitoring; City of Syracuse (NY); Sur place; USD 39 000 - 44 000; Plein temps

Avantages offerts par ce poste

Shift flexibility

Annual salary increases

Medical, Dental, Vision insurance

401k

Résumé du poste

Rapid Response Monitoring is seeking a Contact Center Supervisor to lead and support Specialists focused on protecting life and property. This 100% in-office role in Syracuse, NY focuses on real-time metrics, escalated responses, and maintaining service levels.

The supervisor will coordinate training, monitor call traffic across platforms, and ensure staffing aligns with goals. Weekend and second/third shifts are required, with a strong emphasis on teamwork and confidentiality.

Qualifications

• Associate degree, equivalent Military or 2+ years of relevant work experience in customer service.
• 3-year management, supervisory or leadership experience preferred.
• Must successfully complete and pass the RRMS New Hire Operations Training Course.
• Proficient and above average computer knowledge and skills.
• Excellent written and verbal communication skills.
• Successfully clear drug screen and background check to meet industry and security licensing requirements.
• Ability to be licensed in all required areas as defined by RRMS.
• Required to complete the steps necessary to achieve a Department of Defense Secret Clearance.
• Required, weekend availability.

Responsabilités

• Directly supervisees, supports, and guides the day-to-day activities of the Specialists handling emergency alarms and calls.
• Provide real-time resolution techniques to Specialists for escalated situations.
• Identify deficiencies or opportunities and coordinate appropriate training needs for the Specialists.
• Develop and implement tracking mechanisms and workflows to monitor staff performance and development.
• Monitor and evaluate inbound and outbound alarm and call traffic through multiple automation platforms.
• Engage with customers and service providers as point person for escalated incidents needing other departments or on-call personnel.
• Oversee staffing levels, attendance, and resource allocation to meet service level goals.
• Prepare to handle in-bound and out-bound call traffic as needed.
• Promote a positive, high-performance work environment and recognize staff contributions.
• Protect employee and company privacy with confidentiality and integrity.

Connaissances

Customer service

Supervisory experience

Communication skills

Security clearance readiness

Formation

Associate degree / equivalent military experience

Description du poste

Rapid Response Monitoring is seeking a Contact Center Supervisor to lead and support Specialists focused on protecting life and property. This 100% in-office role in Syracuse, NY focuses on real-time metrics, escalated responses, and maintaining service levels.

The supervisor will coordinate training, monitor call traffic across platforms, and ensure staffing aligns with goals. Weekend and second/third shifts are required, with a strong emphasis on teamwork and confidentiality.