Emergency Response Center Supervisor

Reports to:

High Ground Director of Sales Enablement

Location:

Dallas, TX;
Tampa, FL;
Mesa, AZ;
Lenexa, KS

High Ground is a private equity‑backed leader in the disaster mitigation and property restoration services industry. The company was created in 2020 with the acquisition of Dry Force headquartered in Dallas, TX. Over the past 5+ years, High Ground has acquired fourteen additional brands across the US encompassing decades of industry experience and market success. High Ground companies leverage industry‑leading technology, both in the field and in back‑office operations, as well as a highly trained professional workforce delivering best‑in‑class service to its customers.

Leading online reviews validate its commitment to service and have resulted in deep business‑to‑business relationships with leading plumbers, HVAC providers, home builders, digital referral partners and property management firms. These potential referral sources across North America provide a highly efficient channel to the residential and commercial markets.

The Emergency Response Center Supervisor leads High Ground’s multi‑brand Emergency Response Center (ERC), overseeing 24/7 call handling, customer intake, and appointment conversion for mitigation services. This role is responsible for delivering consistent service levels, empathetic customer experiences, and accurate job intake across internal and outsourced teams while maximizing the number of inbound calls converted to appointments across High Ground’s portfolio of brands.

The ERC Supervisor is both a hands‑on operational leader and a systems‑builder—driving revenue growth by managing real‑time conversion performance while strengthening staffing models, SOPs, quality standards, and data visibility. This leader plays a key role in stabilizing emergency response operations and scaling High Ground’s shared‑services model as the business grows.

• Lead daily ERC operations across multiple brands, driving a best‑in‑class caller experience that maximizes lead conversion while ensuring consistent service levels and coverage.
• Monitor real‑time performance metrics including call volume, Average Speed of Answer (ASA), Average Handle Time (AHT), abandonment, and conversion rates.
• Actively manage intraday performance, adjusting staffing, queues, and workflows during spikes, after‑hours periods, and emergencies.
• Ensure accurate, empathetic, and compliant intake of emergency mitigation calls.

• Own intake quality standards, scripts, and SOPs across brands.
• Ensure all calls result in accurate job creation with complete customer, loss, and scheduling information.
• Review live calls, AI‑assisted intake, and after‑hours interactions to ensure quality, accuracy, and adherence to standards.
• Maintain and continuously improve the ERC Knowledge Base, scripts, and escalation procedures.

• Analyze daily, weekly, and monthly KPIs to identify performance gaps, trends, and improvement opportunities.
• Support forecasting and capacity planning to ensure appropriate staffing for seasonality, growth, and surge events.
• Partner with IT and reporting teams to improve dashboards, Power BI visibility, and data accuracy.
• Design and execute overflow and surge‑response protocols.

• Listen to call logs to identify enhancement opportunities – both with coordinator abilities and process improvements.
• Lead, coach, and develop ERC coordinators with clear expectations and accountability.
• Conduct daily huddles, coaching sessions, and performance reviews tied to KPIs.
• Build a culture of urgency, empathy, consistency, and operational discipline.
• Oversee onboarding, training, and ongoing development for ERC team members.

• Develop a cross‑brand team that handles emergency response calls during daytime hours across all US time zones.
• Manage relationships with outsourced ERC partners, ensuring SLA adherence and quality standards.
• Collaborate…