Emergency Dispatch Center Supervisor - 3rd Shift

Kings III company; Coppell (TX); On-site; USD 56,000 - 76,000; Full time

Benefits offered by this job

Medical insurance with HSA

Dental & Vision

401k plan

Paid time off & holidays

Telemedicine access

Job summary

Kings III is seeking an experienced Emergency Dispatch Shift Supervisor for the 3rd shift to lead the day-to-day operations of the dispatch team, ensuring urgent calls are handled promptly, accurately and professionally. You will coach and develop agents, monitor calls for quality and policy adherence, handle escalations, and drive improvements to service levels while building a high-performing team.

The role requires a minimum of 3 years in a supervisory dispatch or call center and a readiness

Qualifications

• High school diploma or equivalent.
• 3+ years supervisory experience in call center or dispatch.
• Ability to defuse escalated situations and multitask in a fast-paced, multi-skill team.
• Excellent time management and communication skills.

Responsibilities

• Ensure Dispatch Center metrics are met and maintained.
• Provide coaching and feedback to agents.
• Read and analyze reports.
• Maintain confidentiality.
• Develop and drive improvement initiatives.
• Build and maintain a high performing team.
• Coach and mentor employees; conduct monthly performance reviews.

Skills

Call center supervision

Team development

Coaching and feedback

Quality monitoring

MS Office (Word/Outlook/Excel)

Typing 45 wpm

Education

High school diploma

Tools

Dispatch software

MS Excel

MS Word

MS Outlook

Job description

Description

The Role:

Emergency Dispatch Shift Supervisor - 3rd Shift

Who You Are:

You're an experienced Shift Supervisor able to manage the day-to-day operations of emergency dispatchers, ensuring 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're a pro 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 capturing feedback on the success of the team and the queue support to communicating with leadership and identify areas of improvement as well as reward and recognition opportunities.

Who We Are:

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

More than 12% of our employees have been with the company for 10+ years, and an impressive 25% have been with us 5+ years. How do we do it? Here’s what our employees say. We seek out creative employees who love opportunities for continuous learning and growth. We value innovation in not just our products, but the way we work, sell, and grow every day. We celebrate change and are always looking for ways to do things better!

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
• Serve as a driving force to help achieve "best in class" service levels by helping to identify areas of improvement and assisting in implementing new methods for providing effective solution
• Build and maintain a high performing team
• Ensure the team is meeting or exceeding all goals including service level, abandonment rate, quality, and attendance
• Coach and mentor employees as well as 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 3 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 orientated – must be able to determine facts to document accurately and concisely
• Ability to multitask, work well under pressure, prioritize, and meet deadlines
• Strong decision-making and problem-solving skills
• Good analytical skills as well as the ability to think strategically
• Flexibility to work in a 24/7 call center, including weekends
• Display excellent written and oral communication by effectively speaking and writing
• Excellent customer service skills including needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Display active listening skills
• Excellent computer skills in addition to advanced Microsoft Word, Excel, and Outlook skills
• Able to accurately type 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:

1. Honesty & Integrity

2. Service to the customer above all else

3. Do what is right

4. Good enough is not good enough: pursue excellence

5. Encourage individual initiative and growth

By living and breathing our mission and Core Values every day in everything we do, Kings III is creating opportunities for individuals and reducing risk, liabilities, and costs for businesses every day.

Our primary client base includes commercial and multi-family real estate owners and property managers, and the most common areas we install our emergency phones are in elevators and at pool sides. We design, build, sell, install, service, and monitor those phones. Our Emergency Dispatch Center (EDC) provides 24/7/365 service to help dispatch local emergency services to people in distress. It’s that simple, our employees help save lives every day.

What’s in it for you:

• Medical insurance with 1 HSA and 2 PPO plan options
• Flex Spending Account (FSA)/Dependent Care FSA
• Dental, vision, life, short- and long-term disability insurance
• Critical illness and hospital indemnity plans
• 401k with company contribution
• Employee Assistance Program (EAP)
• Company paid telemedicine 24/7 access
• Wellness Program
• Employee discount program
• 8 paid holidays, plus 1 floating holiday
• 15 days of PTO accrued in year 1
• Generous referral bonus program
• Work life balance (a must!)
• Team building, attendance at our annual kickoff each January, and other fun events
• Relaxed professional dress code

Kings III is an Equal Opportunity Employer and 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, status as a veteran, and basis of disability or any other federal, state, or local protected class.