EMS Dispatch Shift Leader

Rural Metro Fire Department; Waco (TX); Hybrid; USD 60,000 - 90,000; Full time

Job summary

AMR is seeking an Associate Supervisor to assist the Communications Manager in operating the Communication Center during scheduled shifts. You will deploy team members, delegate tasks, train and coach staff to create a positive customer experience in line with AMR values.

Responsibilities include leading staffing decisions, addressing escalations, ensuring regulatory compliance, and driving process improvements to achieve performance goals. Flexible hours and strong teamwork are essential.

Qualifications

• 12 months experience interacting with customers (call center, retail, etc.).
• At least 6 months directing the work of others, coordinating two+ team members.

Responsibilities

• Provide leadership and direction to plan, develop, implement, and monitor goals.
• Accountable for center operations while managing a shift.
• Resolve customer questions and issues per escalation processes; handle escalations as needed.
• Contribute to staffing decisions to meet operational requirements and staff development.
• Communicate with peers and the Communications Center Manager about issues and improvements.
• Coach the team to achieve operational goals and maintain quality service.
• Demonstrate calm leadership during high volume or unusual events.
• Drive customer service improvements and outcomes in AMR operations.
• Build positive relations with external stakeholders (EMS, hospitals, agencies).
• Ensure compliance with regulatory standards and AMR policies.
• Lead process improvement initiatives to enhance quality and customer experience.

Skills

Leadership

Call center ops

Team coaching

Customer service

Process improvement

Staffing

Education

High School Diploma/GED

Associates degree preferred

Job description

AMR is seeking an Associate Supervisor to assist the Communications Manager in operating the Communication Center during scheduled shifts. You will deploy team members, delegate tasks, train and coach staff to create a positive customer experience in line with AMR values.

Responsibilities include leading staffing decisions, addressing escalations, ensuring regulatory compliance, and driving process improvements to achieve performance goals. Flexible hours and strong teamwork are essential.