Dispatch Lead

Under general supervision of the Communications Manager, the Dispatch Lead is responsible for assisting with the training of new employees, quality assurance review of dispatch, assisting with the maintenance of dispatch process and procedures, will act as dispatch coordinator during MCI/disaster/deployment events, and triage all undirected calls coming into the Dispatch Department by directing them to the most appropriate resource. This person is the “face of the company” and must provide each caller with the highest level of customer service possible. In addition to Dispatch responsibilities, this position is also responsible for supervising the evening Dispatch crew.

Essential Duties & Responsibilities:

• Develop and maintain training plans for new employees.
• Conduct quality assurance review of dispatch phone calls, track review, and provide feedback to the Communications Center Manager on findings.
• Assist with the maintenance of dispatch processes and procedures as directed.
• Demonstrate exceptional customer service skills with both internal and external customers.
• Maintain a calm and professional demeanor at all times.
• Answer, evaluate and prioritize incoming telephone calls while communicating effectively with all callers to obtain complete information to determine need.
• Communicate clearly and professionally both verbally and in writing.
• Trains new employees and remedial training of existing employees
• Develop a high degree of familiarity with Company service areas and medical facilities.
• Maintain a high degree of familiarity and demonstrate compliance with all established Company and customer policies and procedures as they apply to coordination of patient referral and transport.
• Respond to difficult interactions in a professional and respectful manner while effectively directing the flow of conversation.
• Take direction and work independently as part of a group.
• Operate a computer terminal and demonstrate proficiency with the Microsoft Office Suite.
• Operate multi-line computerized phone system.
• Document all phone transactions using a computer aided dispatch (CAD) program.
• Acts as a consultant to other Communication Specialists in the absence of the Director of Communications.
• Authorized to make decisions quickly and efficiently when needed on certain service requests situations.
• Supervises the evening Dispatch Crew and monitors their workload.

Minimum Qualifications:

• Demonstrated background in successful customer service experience.
• High school diploma or equivalent combination of education and experience.
• Ability to accurately take incoming requests while simultaneously documenting the information electronically.
• Minimum of three years of multi-line telephone experience.
• Ability to sit for an extended period of time and wear a telephone headset.
• Ability to type a minimum of forty (40) words per minute.
• Proficiency in Microsoft Office Software: excel, PowerPoint, Word
• At least one year of service in a Century Dispatch role.

Preferred Qualifications:

• Emergency Medical Technician certification.
• Previous work experience as a Communications Technician or EMS dispatcher.
• Field experience in EMS/Fire.

Additional Requirements:

• Must be able to successfully pass a background investigation and pre-employment drug screening.
• Must be available to work all shifts, including but not limited to day/night, weekends, holidays and mandatory overtime as needed and perform role efficiently and consistently during shifts.
• Able to rotate shift assignments as needed and/or required based on operational need.