Emergency Dispatch Supervisor

Overview

This position is with a Manchester-based emergency services dispatch center that monitors residential and commercial alarm systems. The organization operates 24/7, providing customers with continuous support and peace of mind by responding quickly and professionally to potential emergencies.

Position Summary

The Emergency Dispatch Supervisor is responsible for overseeing the daily operations of a high-volume monitoring center. This hands-on leadership role involves managing operators, ensuring quality performance, and maintaining efficient alarm response operations. The role requires learning the alarm monitoring industry from the ground up while supporting a fast-paced, customer-focused environment.

Key Responsibilities

• Monitor alarm systems to detect emergencies such as fire, burglary, medical alerts, and GPS/asset tracking events
• Supervise day-to-day operations of monitoring center staff in a 24/7 environment
• Record and maintain accurate details of calls, dispatches, and communications
• Receive and manage incoming emergency and non-emergency calls
• Relay critical information to emergency responders, law enforcement, and other relevant parties
• Lead, motivate, and hold a diverse team accountable for performance standards
• Handle escalated customer interactions and resolve complaints professionally
• Provide coaching, guidance, and ongoing training support to team members
• Assist with performance evaluations, quality assurance, and operational assessments
• Demonstrate strong attention to detail, urgency, and follow-through in all tasks
• Lead by example while interacting with both customers and team members

Qualifications

• Experience in a high-volume call center environment (supervisory experience preferred)
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Excellent interpersonal and communication skills
• Customer-focused mindset with a commitment to service quality
• Knowledge of call center operations, performance metrics, and quality standards
• Proven ability to lead, develop, and motivate team members
• Technical aptitude and willingness to learn new systems and software related to monitoring operations