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Administrative Communications Supervisor
SUMMARY: Reporting to the Manager of Communications, the Administrative Communications Supervisor functions as a resident, communications, and customer service expert. The Seattle Communications Center is a leader in developing and implementing new technologies and processes to better serve our customers. The Administrative Communications Supervisor will assist in the oversight, direction and evaluation of the delivery of customer service the communications center by being a leader of quality and process improvement activities, training and continuing educational needs as determined by evaluation, and related processes of continuous quality improvement to enhance customer services.
This person is a key member of the Communications Center team and will focus on creating and maintaining the Communications Center training and ongoing education.
Provides daily leadership, supervision and guidance to the team members of the Communication Center. Responsible for ensuring superior service for our customers by providing information, feedback and coaching to team members. Supports Communication Center service level standards by holding teams accountable for results as well as flawless execution of inbound calls, assignment of calls, and associated performance metrics. Creates and supports a culture of inclusion and diversity, ensuring all actions are in complete alignment with AMR practices, policies and values as well as state, federal and regulatory requirements.
This person will promote a positive working environment in the communications center, role models customer insuring incorporation of AMR’s mission, vision, strategies and goals.
KEY RESPONSIBILITIES include the following. Other duties may be assigned.
Achieve Results & Operational Excellence
- Create and maintain new hire training programs to ensure the success of our newly acquired talent.
- Responsible for maintaining Communications Center employee certifications and keeping an up to date system.
- Develops and rolls out ongoing quarterly continuing education to all Communications staff.
- Take escalated calls as needed and ensure to answer team member questions / inquiries real-time to resolve customer concerns / issues.
- Keeps immediate management informed of the performance and opportunities.
- Ensures that all supplies necessary for daily operations are ordered and readily accessible.
- Develop and roll out a dispatch training curriculum for call takers wanting to promote to dispatchers.
- Train the trainers. Floor mentors need guidance and direction. The Administrative Supervisor would be responsible for keeping them educated and aligned with each other to produce effective and reproducible training results on the floor.
- Keep materials updated such as dispatch manuals, new hire guides, mentor guides and crash kits.
- Responsible for assisting the Chief Communications Supervisor in acquiring new talent for the Communications Center.
- Initiate action plans, initiatives, incentives, etc. to continuously improve individual and team performance/retention.
- Collaborate with supervisors, team members, and direct manager on how to improve team and center performance.
- Share best practices with all teams.
Relationships
- Build and maintain positive working relationships with internal and external customers, and one that attracts, grows, and retains high- quality team members.
- Provide regular coaching / feedback session with team members to identify opportunity areas, reinforce strengths, and create action plans to drive better performance.
Leadership/Supervision, Stewardship… ‘Citizenship’
- Lead, motivate, supervise, and develop assigned team members.
- Escalate concerns that impact the team’s and / or an individual’s performance, pay, etc. in real time.
- Ensure timely cascade of updates/changes in actions plans, incentives, initiatives, policies, procedures, etc. to all team members.
- Support and uphold all policies, procedures, and protocols associated with the operations of the AMR organization.
- Continuously develop self and complete any required supervisor/leader education as agreed to or assigned.
- Oversees the operations of the center in the absence of the Communication Center Manager and also the daily operations in the absence of the Communications Supervisor.
Qualifications
Critical Knowledge and Skills:
- Dynamic leader, preferably with 3 – 5 years supervisory experience in a Customer Service / Call Center environment.
- Thrives working in and leading teams.
- Collaborative work style with the ability to build strong working relationships at all levels within the organization.
- Ability to effectively handle conflict.
- Demonstrated strong interpersonal skills, including oral and written.
- Demonstrated strong problem solving and analytical skills.
- Good organizational and prioritization skills, planning abilities, the ability to effectively utilize performance metric, and meet deadlines.
- Effective decision-making skills and ability to use appropriate judgment.
- Demonstrated knowledge of computer software including Computer Aided Dispatch and MS Office Suite.
- Demonstrate accountability and responsibility for job requirements
- Experience in an emergency management environment a plus.
Education / Licensing / Certification:
- Associate’s degree in healthcare or business administration, or related field of study preferred.
- Ability to obtain certification as an NAEMD EMD and ED-Q
- Emergency Medical Dispatch (EMD), EMT, or Paramedic training preferred.
The Administrative Communications Supervisor role is performed on-site while situated in a cubicle and seated at a desk. This role requires up to 30% of their time walking in the immediate area to ensure employees are on task. There is no lifting/pushing/pulling associated with the role; however, reaching and carrying items (less than 5 lbs) commonly found in an office environment might be required.
The desktop work environment is generally a typical computer (PC) workstation with monitor(s), mouse and keyboard. In addition, a telephone/ headset are used daily. All employees have ergonomic office chairs. Near vision (monitor), hearing (phone) and talking are also occupational requirements.
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.
EEO Statement
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.
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Company Benefits: Check out our careers site benefits page to learn more about our benefit options.
Salary Range: $62,636-$107,929 DOE