Supervisor Dispatch Communications; NE

Overview

Tukwila, WA (13705 Gateway Dr S Ste 100). Reporting to the Communications Manager, the position contributes to the company’s success by assisting in executing Communication Center operations during scheduled shifts. The incumbent deploys Communication Center team members, delegates tasks, maintains oversight, 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.

Full Time Exempt

$80,000 annual salary

Location
:
Tukwila, WA (13705 Gateway Dr S Ste 100)

• 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.
• Provide 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 Communications Center Manager about operational issues, observations, insights, and suggestions. Promote a unified Communication Center management team.
• Provide coaching and direction to the team to take action and 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 set a positive example for the Communication Center team.
• Achieve customer service goals and contribute to improvements 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 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.
• Develop an understanding of operational tools, systems, and processes to plan for and achieve operational excellence in the Communication Center.
• Maintain regular and consistent attendance and punctuality.
• Ensure team members adhere to operational compliance requirements.
• Act as an internal consultant by leading the design/redesign, development, implementation and monitoring of process improvements 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.
• Act with integrity, honesty and knowledge that promote the mission and values of AMR.
• Perform other duties as assigned.

• Twelve (12) months of experience in a position that required constant interacting with and fulfilling the requests of customers, e.g., call center, retail.
• At least six (6) months of experience directing the work of others, preferably providing guidance on call handling and service/dispatch processes; coordinating the tasks of two or more team members in a call center, service, or retail environment.
• High School Diploma, GED, or equivalent
• Associate degree preferred
• Available to work flexible hours that may include early mornings, evenings, nights, weekends, and/or holidays.
• Demonstrated success in establishing a wide range of business and professional relationships.
• Coordinate 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.
• Certification as an IAED EMD preferred

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability. Check out our careers site benefits page to learn more about our benefit options. Salary at $80,000/year. R0049935