Emergency Dispatch Center Supervisor - 3rd Shift

About the Role

You're an experienced Shift Supervisor able to manage the day-to-day operations of emergency dispatchers, ensuring all emergency calls are handled promptly, correctly, and professionally. You enjoy developing team members, handling escalations, and ensuring team objectives and goals are met. You monitor customer service calls to observe employee demeanor, technical accuracy, and conformity to company policy and procedures, providing coaching and feedback to agents.

About Us

Established in 1989, Kings III is a growing, dynamic company. We’re a five-time winner of DFW Top Workplaces and nationally as a USA Today Top Workplace in 2020-2024. We’re on a mission for change—for our communities, our customers, and our company. More than 12% of our employees have been with the company for 10+ years, and an impressive 25% have been with us 5+ years.

We seek out creative employees who love opportunities for continuous learning and growth. We value innovation in not just our products, but the way we work, sell, and grow every day. We celebrate change and are always looking for ways to do things better.

Our mission is simple: We provide critical communications services to help people in distress. Our core values are:

• Honesty & Integrity
• Service to the customer above all else
• Do what is right
• Good enough is not good enough: pursue excellence
• Encourage individual initiative and growth

Our primary client base includes commercial and multi-family real estate owners and property managers. We design, build, sell, install, service, and monitor emergency phones, commonly installed in elevators and at pool sides. Our Emergency Dispatch Center (EDC) provides 24/7/365 service to dispatch local emergency services to people in distress.

Responsibilities

• Ensure all Dispatch Center metrics are met and maintained
• Utilize software to enhance development of direct reports
• Monitor customer service calls to observe employee demeanor, technical accuracy, and conformity to company policy and procedures
• Provide coaching and feedback to agents
• Serve as a driving force to help achieve "best in class" service levels by identifying areas of improvement and assisting in implementing new methods for providing effective solutions
• Build and maintain a high-performing team
• Ensure the team is meeting or exceeding all goals including service level, abandonment rate, quality, and attendance
• Coach and mentor employees as well as maintain monthly performance reviews
• Develop and drive improvement initiatives
• Communicate effectively within work groups and team meetings
• Read and analyze reports
• Understand and enforce call center policy and procedures
• Maintain confidentiality

Requirements

• High school diploma or equivalent
• A minimum of 3 years of call center or dispatch center supervisory experience
• Ability to create and maintain a positive work environment
• Ability to multitask and manage changing problems in a fast-paced, multi-skill team
• Ability to defuse escalated situations
• Excellent time management skills
• Demonstrated ability to identify and understand issues, resolve customer inquiries, and develop appropriate solutions quickly and effectively
• Detail-oriented—must be able to determine facts to document accurately and concisely
• Ability to multitask, work well under pressure, prioritize, and meet deadlines
• Strong decision-making and problem-solving skills
• Good analytical skills as well as the ability to think strategically
• Flexibility to work in a 24/7 call center, including weekends
• Excellent written and oral communication skills
• Excellent customer service skills including needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Active listening skills
• Excellent computer skills in addition to advanced Microsoft Word, Excel, and Outlook skills
• Able to accurately type at least 45 words per minute

Benefits

• Medical insurance with 1 HSA and 2 PPO plan options
• Flex Spending Account (FSA)/Dependent Care FSA
• Dental, vision, life, short- and long-term disability insurance
• Critical illness and hospital indemnity plans
• 401k with company contribution
• Employee Assistance Program (EAP)
• Company-paid telemedicine 24/7 access
• Wellness Program
• Employee discount program
• 8 paid holidays, plus 1 floating holiday
• 15 days of PTO accrued in year 1
• Generous referral bonus program
• Work-life balance
• Team building, attendance at our annual kickoff each January, and other fun events
• Relaxed professional dress code

Pay

$25.00 per hour