Communications Center Supervisor (Nights Only)

Job description

**Objective:** The Communications Center Supervisor is responsible for overseeing and supporting the Communications Center team and ensuring efficient and effective medical dispatch operations. This role includes real-time call monitoring, resource management, team leadership, and performance coaching. The Communications Center Supervisor is expected to maintain a high level of professionalism, efficiency, and accuracy in a fast-paced and demanding environment. ### Responsibilities: **Performance Management** - Collaborate with Communications Director and Communication Supervisors to drive process improvement in line with company objectives. - Manage the performance of all team members within the communications center - Monitor and address individual performance of team members - Monitor key metrics and address challenges such as SLAs, meal periods compliance, adherence to posting plans, and response time for emergency calls - Ensure that team members are professional and conducting themselves to our highest standards - Actively listening and walking around the communications floor to ensure that team members are on task and effective - Perform regular analysis of unit availability, pending call volume, and develop plans to minimize delayed calls. - Facilitate daily team huddles to review improvement opportunities, team praises, concerns, and process updates. Develop action items to execute based on needs brought up during meetings. - Manage employees schedules ensuring adequate dispatch and call taking coverage **Customer Experience and Resource Optimization** - Ensure that our team members are making decisions that optimize performance to our customers expectations - Collaborate with the Operations Leaders to resolve resource challenges as needed - Resolve customer related inquiries and escalations - Maintain data integrity **Team Member Experience** - Maintain a clean environment for our team members - Ensure that all team members are fit for duty and have the tools and resources to be successful. - Celebrate wins and elevate the recognition of team members - Mentor team to ensure needs are met and that there is a consistent path for growth within the Communications Center. - Create an environment oriented on trust, open communication, creative thinking, and cohesive team effort. - Provide support to Customer Specialists and Dispatchers as needed. - Facilitate Dispatch Training Academy. **Quality Assurance** - Ensure adherence to Royal and EMS Agency Policies and Procedures. - Participate in QA and QI initiatives and meetings. - Demonstrate and support Royals Values, Mission and Quality Standards. - Maintain records, prepare reports, and compose correspondence relative to the work. - Maintain confidentiality regarding any patient information in accordance with HIPAA regulations, as well as any sensitive company or employee related information. ### Requirements: - Minimum of 3+ years as a Dispatcher - Maintain the requirements of a Dispatcher - Obtain EMD-Q and AHA CPR certifications - Attend EMS Agency QI committee meetings - Proven leadership experience with a track record of supporting teams in a fast-paced, high-pressure environment - Strong understanding of EMS operations, emergency response protocols, and relevant regulations. - Excellent verbal and written communication skills, with the ability to interact effectively with diverse stakeholders - Ability to make quick, informed decisions in emergency situations. - Strong analytical and problem-solving skills, with the ability to interpret data and metrics to drive improvements - Ability to inspire and lead a team, fostering a collaborative and supportive work environment - Conflict resolution skills and the ability to manage stressful situations calmly and effectively - Foster a culture of continuous learning by providing coaching and mentorship to team members, assisting the Director with developing them professionally and reach their full potential - Must be able to work **night shifts** on the following schedule: **Thursday, Friday, Saturday and every other Wednesday**