Emergency Dispatch Supervisor - Night/Weekend Shift

Response Monitoring Services, Inc.; City of Syracuse (NY); In loco; USD 39.000 - 44.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical insurance

Dental insurance

Vision insurance

401k

Paid time off

Wellness program

Career growth

Descrizione del lavoro

Rapid Response Monitoring is hiring a Contact Center Supervisor in Syracuse, NY. This in-office role supports Specialists handling emergency alarms and calls, ensuring real-time resolution and adherence to service levels.

You will lead by example, manage staffing and coaching, and coordinate escalations with other departments. The position requires an Associate degree or equivalent, 3+ years of supervisory experience, strong communication skills, and weekend availability.

Competenze

• Associate degree or equivalent experience in customer service.
• 3 years of management, supervisory, or leadership experience preferred.
• Must complete RRMS New Hire Operations Training Course.
• Proficient computer knowledge and skills.
• Excellent written and verbal communication skills.
• Clear drug screen and background check.

Mansioni

• Directly supervises, supports, and guides the day-to-day activities of Specialists handling emergency alarms and calls.
• Provide real-time resolution techniques in emergencies.
• Identify deficiencies or opportunities and coordinate training for Specialists.
• Develop tracking mechanisms to measure staff performance and ongoing development.
• Monitor inbound/outbound alarm and call traffic across multiple platforms.
• Engage with customers and service providers for escalated situations.
• Oversee staffing levels, attendance, and resource allocation to meet SLAs.
• Handle inbound and outbound call traffic as needed.
• Foster a positive, high-performance work environment.
• Protect employee and company privacy with confidentiality and integrity.

Conoscenze

Leadership experience

Communication skills

Computer skills

Weekend availability

Formazione

Associate degree or equivalent

Strumenti

General office software

Descrizione del lavoro

Rapid Response Monitoring is hiring a Contact Center Supervisor in Syracuse, NY. This in-office role supports Specialists handling emergency alarms and calls, ensuring real-time resolution and adherence to service levels.

You will lead by example, manage staffing and coaching, and coordinate escalations with other departments. The position requires an Associate degree or equivalent, 3+ years of supervisory experience, strong communication skills, and weekend availability.