Emergency Dispatch Supervisor – 2nd/3rd Shift

Response Monitoring Services, Inc.; City of Syracuse (NY); Sur place; USD 39 000 - 44 000; Plein temps

Avantages offerts par ce poste

Shift flexibility (night owls and

Annual salary increases

Medical, Dental, Vision, and 401k

Additional compensation for bilingual

Paid Vacation and Sick Time

Wellness Program + Wellness DAYS OFF

Internal advancement opportunities

Make an impact on communities across

Résumé du poste

Rapid Response Monitoring is seeking a Contact Center Supervisor in Syracuse, NY. This 100% in-office role supports and leads Specialists handling emergency alarms and calls, focusing on real-time metrics and service level goals.

You will supervise day-to-day activities, coordinate training, monitor call traffic across platforms, and ensure staffing and confidentiality while upholding the company mission to protect lives and property. Hours are 2nd and 3rd shifts with $28–$32 per hour pay.

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 supervises, supports, and guides the day-to-day activities of the Specialists that are handling emergency alarms and calls
• Responsible for supporting the Specialists by providing appropriate resolution technique in real-time
• Identify deficiencies or areas of opportunity and coordinate appropriate training needs for the Specialists
• Develop and implement tracking mechanisms and workflows that provide clear insight into staff performance and supports ongoing development
• Monitor and evaluate inbound and outbound alarm and call traffic through multiple automation platforms.
• Engage with customer and service providers to serve as point person for escalated situations that may require the assistance of other departments or on-call personnel
• Accountable for overseeing staffing levels, attendance, and allocation of resources to ensure adherence to service level goals and organizational objectives
• Prepared to handle in-bound and out-bound call traffic as needed
• Promote a positive and supportive working environment that motivates high performance and recognizes staff performance and contributions
• Protect employee and company privacy with the utmost confidentiality and organizational integrity

Connaissances

Customer service experience

Supervisory experience

Communication skills

Computer proficiency

Drug screen & background check

Security clearance (DoD)

Weekend availability

Licensing requirements

Team leadership

Formation

Associate degree or Military equivalent

Description du poste

Rapid Response Monitoring is seeking a Contact Center Supervisor in Syracuse, NY. This 100% in-office role supports and leads Specialists handling emergency alarms and calls, focusing on real-time metrics and service level goals.

You will supervise day-to-day activities, coordinate training, monitor call traffic across platforms, and ensure staffing and confidentiality while upholding the company mission to protect lives and property. Hours are 2nd and 3rd shifts with $28–$32 per hour pay.