Emergency Dispatch Supervisor — 2nd/3rd Shift (On-site)

Resilient Risk, LLC; City of Syracuse (NY); On-site; USD 39,000 - 44,000; Full time

Benefits offered by this job

Paid new hire training

Shift flexibility (night and weekend)

Annual salary increases

Medical, Dental, Vision, and 401k

Paid Vacation and Sick Time

Wellness Program

Spanish language skills considered a +

Job summary

Rapid Response Monitoring is seeking a Contact Center Supervisor to lead our Specialists delivering rapid emergency responses and customer service excellence. You will guide daily operations, ensure service levels, and coordinate escalation procedures in a 2nd/3rd shift, on-site Syracuse, NY facility.

The role emphasizes training, performance tracking, and staffing oversight, with a focus on confidentiality and security clearances as required by RRMS. Weekend availability is expected.

Qualifications

• Associate degree, equivalent Military or 2+ years of relevant work experience in customer service.
• Excellent written and verbal communication skills.
• Proficient and above average computer knowledge and 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.

Responsibilities

• Directly supervises, supports, and guides the Specialists handling emergency alarms and calls.
• Support Specialists by providing appropriate resolution techniques in real-time emergencies.
• Identify deficiencies or opportunities and coordinate appropriate training needs for the Specialists.
• Develop and implement tracking mechanisms and workflows to provide insight into staff performance and development.
• Monitor and evaluate inbound and outbound alarm and call traffic across multiple automation platforms.
• Engage with customers and providers as the point of contact for escalated situations.
• Oversee staffing levels, attendance, and resource allocation to meet service levels.
• Handle inbound and outbound call traffic as needed.
• Foster a positive, high-performance work environment and recognize staff contributions.
• Maintain confidentiality and integrity of employee and company information.

Skills

Communication skills

Customer service

Team leadership

Drug screening knowledge

Background check compliance

Weekend availability

Education

Associate degree or military equivalent

Job description

Rapid Response Monitoring is seeking a Contact Center Supervisor to lead our Specialists delivering rapid emergency responses and customer service excellence. You will guide daily operations, ensure service levels, and coordinate escalation procedures in a 2nd/3rd shift, on-site Syracuse, NY facility.

The role emphasizes training, performance tracking, and staffing oversight, with a focus on confidentiality and security clearances as required by RRMS. Weekend availability is expected.