Job Summary:

Under the general supervision of the ComCenter Manager, the Dispatcher Lead is responsible for the day-to-day expertise, oversight, and support of the communications center team while demonstrating the highest level of customer service.

Essential Duties & Responsibilities:

• Demonstrate exceptional customer service skills with both internal and external customers.
• Maintain a calm and professional demeanor at all times.
• Promote and maintain a culture of trust and teamwork within the communications center.
• Serve as the first point of contact for concerns or complaints from external and internal customers.
• Assist in the development, implementation and monitoring of training of the communication center staff.
• Serve as a liaison between field operations and the communications center.
• Assist with managing incoming call volume as necessary.
• Perform all of the duties described in the Dispatcher and Call Taker job descriptions with a high degree of proficiency.
• Possess a complete understanding of current services, service areas, and contracted facilities.
• Collaborate effectively with Field Manager and the Fleet Department to ensure efficient daily operations.
• Demonstrate a high degree of familiarity with local, regional and state regulations that pertain to EMS.
• Demonstrate a high degree of familiarity and compliance with all internal and customer policies and procedures related to daily operations.
• Attend all mandatory meetings and trainings.
• Other duties and projects as assigned.

Minimum Qualifications:

• One (1) year of experience as a ComCenter CSR, Dispatcher, or TCS.
• Demonstrated background of successful customer service experience.
• Thorough knowledge of company policies and procedures.
• High school diploma or equivalent.
• Emergency Medical Dispatch certification.
• Ability to type a minimum of forty (40) words per minute.

Preferred Qualifications:

• Previous experience in a leadership or supervisory capacity in a fast-paced communications, transfer center or emergency services environment.

Additional Requirements:

• Able to rotate shift assignments as needed and/or required based on operational need.

Physical Requirements:

• Must be able to sit for an extended period of time
• Requires frequent repetitive hand movements, standing, walking, reaching and grasping
• Must be able to hear and communicate clearly to perform job duties in person and over the telephone
• Adequate vision required to be able to read information from printed sources and computer screens