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Emergency Dispatch Supervisor

3 months ago

Coppell, United States Kings III of America Full time

Job Type

Full-time

Description

Top 100 Workplace in Dallas: Kings III is honored to have been recognized by the Dallas Morning News as a Top 100 Workplace in Dallas and on the national scale for Top Workplaces USA . Results are solely based on survey responses from our team members, and we are proud to have ranked in the top 5% for multiple culture drivers including clued-in employees, supportive managers, strong values, meaningful work, leaders-in-the-know, employee appreciation and cross-team cooperation.

Video: Hear from Our Team on What Makes Kings III a Top Place to Work

The Shift Supervisor manages the day-to day supervision of emergency dispatchers; they are held accountable for ensuring all emergency calls are handled promptly, correctly, and professionally. They are responsible for the development of team members, escalations, call queue and for ensuring tasks are met to achieve team objectives and goals. Monitors customer service calls to observe employee demeanor, technical accuracy, and conformity to company policy and procedures. Provides coaching and feedback to agents accordingly.

The Shift Supervisor ensures all Dispatch Center metrics are met and maintained by utilizing software to enhance development of direct reports. They're responsible for counseling, training and admin duties such as completion of performance reviews and goals and are accountable for making sure each direct report is educated on the progression of their identified goals.

Works with customers, team members, and Managers to serve as a driving force to help achieve "best in class" service levels by helping to identify areas of improvement and assist in implementing new methods for providing effective solutions.

In addition, the Shift Supervisor is accountable for capturing feedback on the success of the team and the queue support, and for communicating with Leadership to identify areas of improvement as well as reward and recognition.

Company Benefits:

  • Medical, dental, vision, life, disability insurance plans offered.
  • 401k plan with company match.
  • Employer paid telemedicine benefits.
  • Eight scheduled paid holidays, plus one paid floating holiday each year.
  • 15 days of paid time off accrued in the first year.
About Our Company:

At Kings III, we provide critical communication services to help people in distress. We answer the call when seconds count. We know because we've been making them count when it matters most for over 30 years. Our best-in-class emergency dispatch service helps our customers reduce risk, mitigate liability, and lower their cost, all while simultaneously allowing them to provide better care to their team members, tenants, and guests.

Our primary client base includes commercial and multi-family real estate owners and property managers and the most common areas we provide emergency dispatch services are in elevators and at poolside. Our customer retention rate is amazingly high at nearly 98%. Most important to our team and our customers alike is that we stand behind what we sell and service. If there is a problem, we fix it, period. We are in the life safety business and understand our service must work when needed.

More than 18% of our team has been with Kings III for 10+ years, and many of them for much longer. We care who we bring on board, and nothing matters more than keeping our company culture intact and thriving.

What we do here really matters - not just for our customers and our callers, but for our team members as well. HOW we do it matters even more.

Kings III Core Values:

You will find our core values, listed below, deeply engrained in the fabric of the company. It's important that everyone in the business is dedicated to these values as we work to lead and grow a team of good citizens - internally and externally speaking.

1. Honesty & Integrity

2. Service to the customer above all else.

3. Do what is right.

4. Good enough is not good enough; pursue excellence.

5. Encourage individual initiative and growth.

Kings III is an Equal Opportunity Employer and 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, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Requirements
  • Ability to create and maintain a positive working environment.
  • Building and maintaining a high performing team
  • Ensuring the team is meeting or exceeding all goals including service level, abandonment rate, quality and attendance
  • Coaching and mentoring employees as well as maintaining monthly performance reviews
  • Developing and driving improvement initiatives
  • Communicating effectively within work groups and team meetings
  • Reading and analyzing reports
  • Understanding and enforcing the call center policy and procedures
  • Maintaining confidentiality
  • Ability to multitask and manage changing problems in a fast paced, multi-skill team environment
  • Ability to defuse escalated situations
  • Excellent time management skills
  • Demonstrated ability to identify and understand issues and resolve customer inquiries and develop appropriate solutions quickly and effectively
  • Detail orientated - must be able to determine facts, document accurately and concisely
  • Ability to multitask, work well under pressure, prioritize and meet deadlines
  • Strong decision-making and problem-solving skills
  • Good analytical skills as well as the ability to think strategically
  • Flexibility to work in a 24/7 call center, including weekends
  • Display excellent written and oral communication by effectively speaking and writing for the
  • needs of the audience.
  • Excellent customer service skills with knowledge of principles and processes for providing customer and personal services. This includes needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Display active listening skills by giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate without interrupting at inappropriate times.
  • Excellent computer skills in addition to advanced Microsoft Word, Excel, and Outlook skills with the ability to accurately type at least 45 words per minute.
  • Well organized and detail-oriented with the ability to multi-task


Salary Description

$24.00-$26.00 per hour