Supervisor Dispatch

American Medical Response

Rancho Cucamonga (CA)

On-site

USD 50,000 - 70,000

Full time

14 days+

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Job summary

A leading company in the health sector is hiring for a Supervisor Dispatch to assist with Communication Center operations. This role involves leading the team, ensuring effective customer service, and maintaining organizational standards. Candidates should have management experience, customer service background, and flexibility in working hours, along with necessary certifications.

Qualifications

12 months experience in customer service like call center or retail.
Experience directing the work of others in a call center or retail environment.
Available to work flexible hours.

Responsibilities

Provide leadership and direction for Communication Center operations.
Ensure customer questions and problems are resolved properly.
Coaching and managing team members during shifts.

Skills

Leadership

Customer Interaction

Operational Management

Education

High School Diploma or GED

Associates Degree

Job description

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Job Summary

Reporting to the Communications Manager, the position contributes to the company’s success by assisting the Communications Manager in executing Communication Center operations during scheduled shifts. The incumbent in this job deploys Communication Center team members, delegates task, maintains oversight, direction, trains, and coaches so that team members can create and maintain the Company experience for our customers. This person will promote a positive working environment in the Communication Center, by modeling and acting in accordance with company values

Communications Supervisor

Reports To: Manager of Communications

Status: Full-Time

Job Summary

Reporting to the Communications Manager, the position contributes to the company’s success by assisting the Communications Manager in executing Communication Center operations during scheduled shifts. The incumbent in this job deploys Communication Center team members, delegates task, maintains oversight, direction, trains, and coaches so that team members can create and maintain the Company experience for our customers. This person will promote a positive working environment in the Communication Center, by modeling and acting in accordance with company values

Essential Functions/Duties

Provide leadership and direction in the planning, development, implementation, and monitoring of operational goals.
Accountable for center operations while managing a shift.
Ensure that customers’ questions and problems are resolved properly and quickly according to complaint resolution processes. Address challenging customers and problems that require escalation outside of the department.
Provides input into center staffing levels and decisions to ensure team member development and talent acquisition to achieve and maintain Communication Center operational requirements.
Communicate regularly with peer team and Communication Center Manager about operational issues, observations, insights, and suggestions. Communicates and behaves in a way that promotes a unified Communication Center management team.
Provides coaching and direction to the team to take action and to achieve operational goals.
Demonstrate a calm demeanor during periods of high volume or unusual events and manage smooth transitions thereafter to keep the center operating to established standards and to set a positive example for the Communication Center team.
Achieve customer service goals and affect advancements in the quality and level of care provided by the staff at AMR.
Establish and ensure positive working relationships with stakeholders outside the organization, co-responders, EMS Agencies, area hospitals, clinics, community health departments, regulatory entities, and allied organizations
Ensure the organization meets or exceeds all governmental, regulatory and accreditation standards in all areas of day-to-day operations.
Support and uphold all policies, procedures, and protocols associated with the operations of the Communications Center and AMR as a whole.
Develops understanding of operational tools, systems, and processes to plan for and achieve operational excellence in the Communication Center.
Maintains regular and consistent attendance and punctuality.
Ensures team members adhere to operational compliance requirements.
Will act as an internal consultant by leading the design/redesign, development, implementation and monitoring of process improvement to enhance quality, operational performance and customer experience
Maintain a positive working environment that attracts and retains high-quality staff.
Establish and ensure the AMR organization adheres to prescribed standards of quality assurance and performance improvement.
Adhere to all company policies and procedures.
Acts with integrity, honesty and knowledge that promotes the mission and values of AMR.
Perform other duties as assigned

Qualifications

Experience:

Twelve (12) months of experience in a position that required constant interacting with and fulfilling the requests of customers, i.e. call center, retail.
At least twelve (12) months of experience directing the work of others, preferably providing guidance on call handling and service / dispatch processes; coordinating the tasks of two (2) or more team members in a call center, service, or retail environment.

Education

High School Diploma, GED, or equivalent
Associates degree preferred

Skills

Available to work flexible hours that may include early mornings, evenings, nights, weekend, and / or holidays.
Demonstrated success in establishing a wide range of business and professional relationships.
Coordinates consistent operations and leadership between all leadership team members.
Demonstrate ability to learn and perform all dispatch and call taking functions at a high level.

Credentials/Licenses

CPR certification required
Certification as an IAED EMD preferred

EEO Statement

Why Choose AMR? AMR is one of Global Medical Response’s (GMR) family of solutions. Our GMR teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. View the stories on how our employees provide care to the world at www.AtaMomentsNotice.com. Learn how our values are at the core of our services and vital to how we approach care and check out our comprehensive benefit options at GlobalMedicalResponse.com/Careers.

Check out our careers site benefits page to learn more about our benefit options.

R0044436

Seniority level