Communications Supervisor

COMMUNICATIONS SUPERVISOR

$65000.00 - $75000.00 / year depending on experience

We're hiring a Communications Supervisor who will delegate tasks and deploy Communication Center team members. The Communications Supervisor will oversee, direct, train, and coach team members to create and maintain great customer service.

Responsibilities:

• Provide leadership and direction in the planning, development, implementation, and monitoring of operational goals.
• Accountable for center operations while managing a shift.
• Ensure that customers' questions and problems are resolved properly and quickly according to complaint resolution processes.
• Address challenging customers and problems that require escalation outside of the department.
• Provide input into center staffing levels and decisions to ensure team member development and talent acquisition to achieve and maintain Communication Center operational requirements.
• Communicate regularly with peer team and Communication Center Manager about operational issues, observations, insights, and suggestions. Communicates and behaves in a way that promotes a unified Communication Center management team.
• Provides coaching and direction to the team to take action and to achieve operational goals.
• Demonstrate a calm demeanor during periods of high volume or unusual events and manage smooth transitions.
• Achieve customer service goals and affect advancements in the quality and level of care provided by the staff at AMR.
• Establish and ensure positive working relationships with stakeholders outside the organization, co-responders, EMS Agencies, area hospitals, clinics, community health departments, regulatory entities, and allied organizations
• Ensure the organization meets or exceeds all governmental, regulatory and accreditation standards in all areas of day-to-day operations.
• Support and uphold all policies, procedures, and protocols associated with the Communications Center and AMR.
• Develops understanding of operational tools, systems, and processes to plan for and achieve operational excellence in the Communication Center.
• Maintains regular and consistent attendance and punctuality.
• Ensures team members adhere to operational compliance requirements.
• Will act as an internal consultant by leading the design/redesign, development, implementation and monitoring of process improvement to enhance quality, operational performance and customer experience.
• Maintain a positive working environment that attracts and retains high-quality staff.
• Establish and ensure the AMR organization adheres to prescribed standards of quality assurance and performance improvement.
• Acts with integrity, honesty and knowledge that promotes the mission and values of AMR.

Other Responsibilities:

• Participate in community programs to maintain AMR image and establish strong community relations.
• 911 EMD quality assurance for both the Topeka and Independence Communication Centers (at minimum, 41 calls QAd per week between both locations).
• Provide EMD QA feedback to all Topeka Communication Center employees.

Minimum Required Qualifications:

• High School Diploma or equivalent (GED).
• Associates degree preferred.
• IAED EMD certification preferred.
• 12 months of experience in a Customer Service position (i.e. Call Center, retail).
• At least 6 months of experience in a leadership position, preferably providing guidance on call handling and service / dispatch processes.
• State driver's license in good standing.
• Must have minimal medical training or telecommunications experience or, have at least one year's experience as an EMS or public safety dispatcher.

Why Choose AMR? AMR is one of Global Medical Response's (GMR) family of solutions. Our GMR teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. View the stories on how our employees provide care to the world at www.AtaMomentsNotice.com. Learn how our values are at the core of our services and vital to how we approach care, and check out our comprehensive benefit options at GlobalMedicalResponse.com/Careers.

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.