Emergency Dispatch Center Supervisor - 3rd Shift

All Jobs  >  Emergency Dispatch Center Supervisor - 3rd Shift Apply Emergency Dispatch Center Supervisor - 3rd Shift Coppell, TX • Emergency Dispatch Center Apply Job Type Full-time Description The Role: Emergency Dispatch Shift Supervisor - 3rd ShiftWho You Are: You're an experienced Shift Supervisor able to manage the day-to day operations of emergency dispatchers, ensuring 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're a pro 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 capturing feedback on the success of the team and the queue support to communicating with leadership and identify areas of improvement as well as reward and recognition opportunities.Who We Are: Established in 1989 Kings III is a growing, dynamic company. We’re a five-time winner of DFW Top Workplaces and nationally as a USA Today Top Workplace in 2020-2024. We’re on a mission for change – for our communities, our customers, and our company. If you see yourself as a builder and change agent, this is the right place for you.More than 12% of our employees have been with the company for 10+ years, and an impressive 25% have been with us 5+ years. How do we do it? Here's what our employees say. We seek out creative employees who love opportunities for continuous learning and growth. We value innovation in not just our products, but the way we work, sell, and grow every day. We celebrate change and are always looking for ways to do things better!What You’ll Do:Ensure all Dispatch Center metrics are met and maintainedUtilize software to enhance development of direct reportsMonitor customer service calls to observe employee demeanor, technical accuracy, and conformity to company policy and proceduresProvide coaching and feedback to agentsServe as a driving force to help achieve "best in class" service levels by helping to identify areas of improvement and assisting in implementing new methods for providing effective solutionBuild and maintain a high performing teamEnsure the team is meeting or exceeding all goals including service level, abandonment rate, quality, and attendanceCoach and mentor employees as well as maintaining monthly performance reviewsDevelop and drive improvement initiativesCommunicate effectively within work groups and team meetingsRead and analyze reportsUnderstand and enforce call center policy and proceduresMaintain confidentialityWhat You’ll Bring:High school diploma or equivalentA minimum of 3 years of call center or dispatch center supervisory experienceAbility to create and maintain a positive work environmentAbility to multitask and manage changing problems in a fast paced, multi-skill teamAbility to defuse escalated situationsExcellent time management skillsDemonstrated ability to identify and understand issues, resolve customer inquiries, and develop appropriate solutions quickly and effectivelyDetail orientated – must be able to determine facts to document accurately and conciselyAbility to multitask, work well under pressure, prioritize, and meet deadlinesStrong decision-making and problem-solving skillsGood analytical skills as well as the ability to think strategicallyFlexibility to work in a 24/7 call center, including weekendsDisplay excellent written and oral communication by effectively speaking and writingExcellent customer service skills including needs assessment, meeting quality standards for services, and evaluation of customer satisfactionDisplay active listening skillsExcellent computer skills in addition to advanced Microsoft Word, Excel, and Outlook skillsAble to accurately type at least 45 words per minuteWhat We Do:Our mission is simple - We provide critical...