Annuities Customer Service Supervisor jobs in Schenectady, NY

Essential Functions

The following is not an exhaustive list of responsibilities for this position. As with all Mohawk staff, the Dispatch Supervisor may be asked to do other related work as required in support of the broader mission and objectives of the company. Reasonable accommodation may be made, if possible, to enable individuals with disabilities to perform the essential functions below.

• Ensures a smooth daily workflow of the Dispatchers.
• Performs the essential functions of a supervisor.
• Reviews the ODD Shift Report and makes necessary adjusts to mitigate operation issues impacting the Communication Center. If necessary, facilitates adjustments with the Director of Communications, Field Supervisors, and Site Managers.
• Assists with auditing call assignments to ensure that calls are distributed equally amongst available crews, communication between field staff and dispatch staff is effective, chute times are appropriate, and contract obligations are being appropriately met.
• Manages the Crew Scheduler Daily Report and sets-up job assignments.
• Verifies all communication equipment is present and properly functioning.
• Coordinates necessary duties to Dispatchers, including but not limited to, cleaning and organization details.
• Assists with crew changes to facilitate uninterrupted EMS operations in the event of an unexpected absence.
• Assists with filling open shifts on the schedule.
• Promotes a culture of safety for all employees, patients, and stakeholders.
• Educates employees in workplace safety policies.
• Observes, corrects, and reports safety concerns and deficiencies to the Director of Communications, Field Supervisors, and Site Managers.
• Investigates safety violations and issues discipline for infractions.
• Ensures timely completion of daily operational tasks and assists with coaching and discipline serving for non-compliance.
• Reports tardiness or absence issues to appropriate Field Supervisors and Site Managers.
• Relay operational issues to individual EMS crews to appropriate Field Supervisors and Site Managers.
• Notifies EMS crews of immediate operational issues as appropriate (e.g. Hospital diversion status, key road closures, etc.).
• Receives complaints from other agencies, facility staff, patients, families, and others affected by the company's EMS operations, and immediately notify the appropriate Field Supervisors, Site Managers, and Human Resources.
• Acts as a company Dispatcher when appropriate.

Qualifications

• High School Diploma or GED
• Previous EMS Dispatch experience or dispatch experience within a similar industry.
• Current EMD Certification or willingness and ability to obtain the certification within six (6) months of hire.
• Ability to work a flexible schedule.
• Familiarity with data management, reporting, and analysis.
• Excellent problem-solving and troubleshooting skills.
• Ability to track, trend and analyze data to be used in decision making.
• Ability to act with integrity, professionalism, and confidentiality.
• Excellent verbal and written communication skills.
• Exceptional interpersonal, negotiation, and conflict resolution skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Proficient with Microsoft Office Suite or related software.
• Thorough knowledge of principles of Emergency Medical Services operations.
• Thorough knowledge of general principles of Emergency Medical Services operations, the company, regional, and state operational policies, and the company's resources management practices.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.

EEO Statement

Mohawk is an Equal Opportunity Employer and prohibits discrimination and harassment against any applicant or staff on the basis of race, color national origin, age, religion, sex, sexual orientation, gender, identity, transgender status, disability, genetic information, predisposition and carrier status, military or veteran status, marital and familial status, domestic violence victim status, known relationships or association with any member of a protected class, and any other characteristic protected by applicable law. This principle is applied to all terms and conditions of employment, including, but not limited to, hiring, training, promotions, transfers, compensation, layoffs, benefits, discipline, leaves of absence, and treatment on the job for all job classifications. This policy applies to all staff of Mohawk and anyone providing services to the Company.