Emergency Dispatch Center Supervisor - 3rd Shift

Job Type

Full-time

Emergency Dispatch Shift Supervisor – 3rd Shift

You are an experienced Shift Supervisor who can manage day‑to‑day operations of emergency dispatchers, ensuring that all emergency calls are handled promptly, correctly, and professionally. You enjoy developing team members, handling escalations, and ensuring team objectives and goals are met. You are skilled at monitoring customer service calls to observe employee demeanor, technical accuracy, and conformity to company policy and procedures.

You provide coaching and feedback to agents and capture feedback on team success, queue support, and opportunities for reward and recognition.

Established in 1989, Kings III is a growing, dynamic company. We are a five‑time winner of DFW Top Workplaces and nationally recognized as a USA Today Top Workplace (2020‑2024). We’re on a mission for change for our communities, customers, and company culture. If you see yourself as a builder and change agent, this is the right place for you.

• Ensure all Dispatch Center metrics are met and maintained
• Utilize software to enhance development of direct reports
• Monitor customer service calls to observe employee demeanor, technical accuracy, and conformity to company policy and procedures
• Provide coaching and feedback to agents
• Help achieve best‑in‑class service levels by identifying improvement areas and implementing new methods for effective solutions
• Build and maintain a high‑performing team
• Ensure the team meets or exceeds all goals, including service level, abandonment rate, quality, and attendance
• Coach and mentor employees while maintaining monthly performance reviews
• Develop and drive improvement initiatives
• Communicate effectively within work groups and team meetings
• Read and analyze reports
• Understand and enforce call‑center policy and procedures
• Maintain confidentiality

• High school diploma or equivalent
• A minimum of three years of call‑center or dispatch‑center supervisory experience
• Ability to create and maintain a positive work environment
• Ability to multitask and manage changing problems in a fast‑paced, multi‑skill team
• Ability to defuse escalated situations
• Excellent time‑management skills
• Demonstrated ability to identify and understand issues, resolve customer inquiries, and develop appropriate solutions quickly and effectively
• Detail‑oriented – accurate and concise documentation skills
• Strong decision‑making and problem‑solving skills
• Good analytical skills and strategic thinking ability
• Flexibility to work in a 24/7 call center, including weekends
• Excellent written and oral communication skills
• Excellent customer service skills, including needs assessment, quality standards, and customer satisfaction evaluation
• Active listening skills
• Proficient computer skills, including advanced Microsoft Word, Excel, and Outlook
• Typing speed of at least 45 words per minute

Our mission is simple: we provide critical communications services to help people in distress.

• Honesty & Integrity
• Customer service above all else
• Do what is right
• Excellence through continuous improvement
• Encourage individual initiative and growth

• Medical insurance with HSA and two PPO plans
• FSA/Dependent Care FSA
• Dental, vision, life, short‑ and long‑term disability insurance
• Critical illness and hospital indemnity plans
• 401(k) with company contribution
• Employee Assistance Program (EAP)
• Telemedicine 24/7 access
• Wellness program
• Employee discount program
• Eight paid holidays plus one floating holiday
• 15 days PTO accrued in year one
• Generous referral bonus program
• Work‑life balance
• Team building and annual kickoff event
• Relaxed professional dress code

Kings III is an Equal Opportunity Employer and is committed to maintaining a drug‑free workplace. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, or disability.

$25.00