Emergency Dispatch Center Supervisor - 3rd Shift

Kings III Emergency Communications; Coppell (TX); On-site; USD 28,929,600 - 39,950,400; Full time

Benefits offered by this job

Medical insurance with HSA

Dental, vision, life insurance

401(k) with company contribution

Telemedicine 24/7

Paid holidays and PTO

Employee assistance program

Wellness program

Job summary

Kings III Emergency Communications is seeking an experienced Emergency Dispatch Shift Supervisor for 3rd shift in Coppell, TX. You will manage day-to-day operations of emergency dispatchers, coach agents, handle escalations, and ensure service levels and quality metrics are met.

You will monitor calls, provide performance feedback, and drive improvements while maintaining confidentiality and policy compliance.

Qualifications

• Minimum 3 years of supervisory experience in call-center or dispatch-center.
• Ability to create and maintain a positive work environment.
• Multitask and manage changing problems in a fast-paced, multi-skill team.
• Excellent time-management and communication skills.
• Typing speed of at least 45 words per minute.
• Proficient with Microsoft Word, Excel, and Outlook.

Responsibilities

• Ensure Dispatch Center metrics are met and maintained.
• Provide coaching and feedback to agents.
• Monitor calls for demeanor, accuracy, and policy adherence.
• Develop and mentor team; conduct monthly reviews.
• Identify improvement areas and implement solutions.
• Maintain a high-performing team and service levels.
• Read and analyze reports; enforce call-center procedures.

Skills

Leadership & coaching

Customer service monitoring

Escalation management

Team development

Policy adherence

Decision making

Problem solving

Time management

Communication skills

Active listening

Multitasking

Conflict defusion

Documentation accuracy

Education

High school diploma or equivalent

3+ years supervisory experience in call-center/dispatch-center

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

Job Type

Full-time

The Role

Emergency Dispatch Shift Supervisor – 3rd Shift

Who You Are

You are an experienced Shift Supervisor who can manage day‑to‑day operations of emergency dispatchers, ensuring that all emergency calls are handled promptly, correctly, and professionally. You enjoy developing team members, handling escalations, and ensuring team objectives and goals are met. You are skilled at monitoring customer service calls to observe employee demeanor, technical accuracy, and conformity to company policy and procedures. You provide coaching and feedback to agents and capture feedback on team success, queue support, and opportunities for reward and recognition.

Who We Are

Established in 1989, Kings III is a growing, dynamic company. We are a five‑time winner of DFW Top Workplaces and nationally recognized as a USA Today Top Workplace (2020‑2024). We’re on a mission for change for our communities, customers, and company culture. If you see yourself as a builder and change agent, this is the right place for you.

What You’ll Do

• Ensure all Dispatch Center metrics are met and maintained
• Utilize software to enhance development of direct reports
• Monitor customer service calls to observe employee demeanor, technical accuracy, and conformity to company policy and procedures
• Provide coaching and feedback to agents
• Help achieve best‑in‑class service levels by identifying improvement areas and implementing new methods for effective solutions
• Build and maintain a high‑performing team
• Ensure the team meets or exceeds all goals, including service level, abandonment rate, quality, and attendance
• Coach and mentor employees while maintaining monthly performance reviews
• Develop and drive improvement initiatives
• Communicate effectively within work groups and team meetings
• Read and analyze reports
• Understand and enforce call‑center policy and procedures
• Maintain confidentiality

What You’ll Bring

• High school diploma or equivalent
• A minimum of three years of call‑center or dispatch‑center supervisory experience
• Ability to create and maintain a positive work environment
• Ability to multitask and manage changing problems in a fast‑paced, multi‑skill team
• Ability to defuse escalated situations
• Excellent time‑management skills
• Demonstrated ability to identify and understand issues, resolve customer inquiries, and develop appropriate solutions quickly and effectively
• Detail‑oriented – accurate and concise documentation skills
• Strong decision‑making and problem‑solving skills
• Good analytical skills and strategic thinking ability
• Flexibility to work in a 24/7 call center, including weekends
• Excellent written and oral communication skills
• Excellent customer service skills, including needs assessment, quality standards, and customer satisfaction evaluation
• Active listening skills
• Proficient computer skills, including advanced Microsoft Word, Excel, and Outlook
• Typing speed of at least 45 words per minute

What We Do

Our mission is simple: we provide critical communications services to help people in distress.

Our Core Values

• Honesty & Integrity
• Customer service above all else
• Do what is right
• Excellence through continuous improvement
• Encourage individual initiative and growth

What’s In It For You

• Medical insurance with HSA and two PPO plans
• FSA/Dependent Care FSA
• Dental, vision, life, short‑ and long‑term disability insurance
• Critical illness and hospital indemnity plans
• 401(k) with company contribution
• Employee Assistance Program (EAP)
• Telemedicine 24/7 access
• Wellness program
• Employee discount program
• Eight paid holidays plus one floating holiday
• 15 days PTO accrued in year one
• Generous referral bonus program
• Work‑life balance
• Team building and annual kickoff event
• Relaxed professional dress code

EEO Statement

Kings III is an Equal Opportunity Employer and is committed to maintaining a drug‑free workplace. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, or disability.

Salary

$25.00