Night-Shift Emergency Dispatch Supervisor

Kings III Emergency Communications; Coppell (TX); On-site; USD 28,929,600 - 39,950,400; Full time

Benefits offered by this job

Medical insurance with HSA

Dental, vision, life insurance

401(k) with company contribution

Telemedicine 24/7

Paid holidays and PTO

Employee assistance program

Wellness program

Job summary

Kings III Emergency Communications is seeking an experienced Emergency Dispatch Shift Supervisor for 3rd shift in Coppell, TX. You will manage day-to-day operations of emergency dispatchers, coach agents, handle escalations, and ensure service levels and quality metrics are met.

You will monitor calls, provide performance feedback, and drive improvements while maintaining confidentiality and policy compliance.

Qualifications

• Minimum 3 years of supervisory experience in call-center or dispatch-center.
• Ability to create and maintain a positive work environment.
• Multitask and manage changing problems in a fast-paced, multi-skill team.
• Excellent time-management and communication skills.
• Typing speed of at least 45 words per minute.
• Proficient with Microsoft Word, Excel, and Outlook.

Responsibilities

• Ensure Dispatch Center metrics are met and maintained.
• Provide coaching and feedback to agents.
• Monitor calls for demeanor, accuracy, and policy adherence.
• Develop and mentor team; conduct monthly reviews.
• Identify improvement areas and implement solutions.
• Maintain a high-performing team and service levels.
• Read and analyze reports; enforce call-center procedures.

Skills

Leadership & coaching

Customer service monitoring

Escalation management

Team development

Policy adherence

Decision making

Problem solving

Time management

Communication skills

Active listening

Multitasking

Conflict defusion

Documentation accuracy

Education

High school diploma or equivalent

3+ years supervisory experience in call-center/dispatch-center

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

Kings III Emergency Communications is seeking an experienced Emergency Dispatch Shift Supervisor for 3rd shift in Coppell, TX. You will manage day-to-day operations of emergency dispatchers, coach agents, handle escalations, and ensure service levels and quality metrics are met.

You will monitor calls, provide performance feedback, and drive improvements while maintaining confidentiality and policy compliance.