Description

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.

· 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.