5Star Urgent Response Supervisor GreatCall
THIS JOB HAS EXPIRED Description
GreatCall markets services and applications that help people using mobile devices to stay connected, safe and healthy. We work with partners to create solutions that fulfill these needs, and ensure our products are easy-to-use and backed by high quality customer service. We take these services to market to through a variety of channels. These channels include traditional channels in our core connectivity business, with its flagship product, the Jitterbug cell phone, as well as new channels on non-GreatCall handsets through partnerships with carriers, apps stores, and healthcare companies.
About the Team
The 5Start Urgent Response Call Center and MyLife Health and Safety Services team is dedicated to delivering a supervisor service experience to each of our customers, supporting both emergency and non-emergency calls. The team offers 24/7 service support on a wide range of issues and is certified by the National Academy of Emergency Dispatch in EPD, EMD and/or ED Quality Assurance.
About the Job
As our 5Star Urgent Response Supervisor, your primary responsibility will be to supervise a staff of 10 12 non-exempt employees by providing necessary leadership, coaching, and development for the team. This highly responsible and technical work involves assuring the efficient operation of the 5Star Urgent Response call center and My Life Health and Safety Services support. The Supervisor is responsible for supporting 5Star Urgent Response Agents receiving, evaluating and prioritizing 911 and non-emergency requests for assistance and service. A successful Supervisor must be able to direct others, maintain control, and make effective decisions, often in very high stress situations. Assuring 5Star Urgent Response Agents adherence to defined protocols, procedures and policies is critical.
Provide direct reports with clearly defined expectations, assigning work/tasks appropriately and assuring progress toward goals/objectives is made.
Monitor performance (including monitoring calls for QA) of direct reports pro-actively in an effort to provide the appropriate level of direction and development necessary to assure a high level of performance against defined/measurable goals achieved.
Work closely with direct reports to promptly address any issues to assure compliance and operational efficiency.
Recommend training curriculum, and assist in the interviewing, selection and training of new hire Program Support Representatives.
Deliver training and maintain accurate records for all team members to assure Continuing Dispatch Education requirements are met.
Report regularly/as needed to leadership regarding trends/changes to the tactical plan to ensure successful performance.
Receive emergency and non-emergency calls from customers as necessary to support consistent service levels in the response center.
Monitors status of calls to ensure calls for service are expediently dispatched and processed within the framework of procedures and policies
Stays alert and ready to take action on all situations that may arise.
Notify agencies or services that can provide emergency and nonemergency assistance to the right address, communicating the appropriate urgency and importance of the situation.
Ensures all equipment in the Response Center is operational and follows all system outage processes to assure continued center operations.
Attend and successfully complete required and authorized trainings to maintain Priority Dispatch Certification.
Research and resolve customer issues.
Demonstrate high standards of professionalism and integrity by consistently adhering to the Companys Policies.
Assure adherence to all Federal and State regulations as they pertain to the assigned program such as information security & privacy (i.e., CPNI, HIPPA, and FDAs 501K Clearance issues).
Performs additional tasks and related work as required.
Serve as an example of effective leadership for employees throughout the organization.
Collaborate with other departments to identify issues and trends.
Monitor performance against the key performance indexes
Must be flexible to work various shifts including evenings, holidays, and weekends.
Education: Associates Degree in Business or related field. Five (5) years relevant experience in a 911 center or customer service call center will be considered in lieu of degree.
Prior certification or successful completion of the Priority Dispatch EMD and EPD Certification coursework upon hire.
Experience: Minimum of two (3) years of supervisory experience to include managing performance, attendance, projects and/or multiple priorities required.
Minimum of 5 years working in an environment requiring use of a computerand related software including Microsoft Office Suite.
Skills: Ability to type a minimum of 30 wpm.
Sufficient manual dexterity which permits the employee to operate a computer keyboard and communications equipment in a rapid and efficient manner.
Ability to speak clearly in a well modulated voice, use good diction and elocution.
Clarity of speech and hearing which permits the employee to communicate well with supervisors, emergency safety personnel, co-workers, and the general public in all situations by telephone, radio and in person.
Education: Bachelors Degree in Business or related field.
Three (3) years of experience within the emergency dispatch industry.
Four (4) years of communication center or customer service supervisory/management experience.
Additional relevant training in emergency communications, psychology or a closely related field.
Additional training or certifications in EFD, EPD, EMD or ED Quality Assurance
Ability to use logical and creative thought processes to develop solutions according to written specifications and oral instructions as necessary.
Ability to perform a wide variety of difficult communications and technical tasks with accuracy and speed under the pressure of time sensitive deadlines and in high stress emergency situations.
Prior Wireless or Telecommunications experience
As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.
||Carlsbad, CA |
THIS JOB HAS EXPIRED