EMS Dispatch Shift Leader: Operations & Coaching

Global Medical Response; Waco (TX); On-site; USD 52,000 - 74,000; Full time

Job summary

Global Medical Response seeks an Associate Supervisor to assist the Communications Manager in managing the Communication Center during shifts. This role deploys team members, delegates tasks, trains and coaches staff, and fosters a positive environment aligned with company values.

The position emphasizes meeting service goals, handling escalations, and coordinating with EMS agencies and hospitals to ensure quality care and regulatory compliance.

Qualifications

• 12 months of experience in a role requiring frequent customer interaction (call center, retail).
• High School Diploma or GED, or equivalent; Associates degree preferred.

Responsibilities

• Provide leadership during scheduled shifts and assist Communications Manager.
• Oversee center operations and staffing to meet goals.
• Resolve customer inquiries quickly per standard processes and escalate when needed.
• Coach and direct team to achieve operational goals and deliver quality customer service.
• Maintain compliance with policies, procedures, and regulatory standards.
• Foster positive working relationships with stakeholders and external partners.

Skills

Flexible hours

Relationship building

Team coordination

Dispatch & call taking

Education

High School Diploma or GED

Associates degree preferred

Job description

Global Medical Response seeks an Associate Supervisor to assist the Communications Manager in managing the Communication Center during shifts. This role deploys team members, delegates tasks, trains and coaches staff, and fosters a positive environment aligned with company values.

The position emphasizes meeting service goals, handling escalations, and coordinating with EMS agencies and hospitals to ensure quality care and regulatory compliance.