Chief Communications Supervisor

Chief Communications Supervisor

POSITION SUMMARY:

Reporting to the Manager of Communications, the Chief Communications Supervisor functions as a resident, communications, data analysis 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 Chief 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.

Provides daily leadership, mentorship and guidance to the Communications Supervisors as well as 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 be an expert in department policies and procedures with a passion for developing enhancements. They will promote a positive and innovative working environment as a role model of AMR's mission, vision, strategies and goals.

KEY RESPONSIBILITIESinclude the following. Other duties may be assigned.

Achieve Results & Operational Excellence

• Audit daily compliance and prepare monthly reports for contracted partners through OPAP and other departmental resources.

• Conduct system/data analysis research and manage various projects as assigned by the Manager.

• Periodic review of daily frontline tasks to ensure adherence to protocols, accuracy of information, and continuous improvement or enhancements.

• Identify system problems that could cause service-related issues.

• Practice regular communication with immediate management regarding department performance and enhancement opportunities.

• Act as a liaison between the company and its internal and external partners to facilitate problem resolutions.

• Assist in acquiring new or promoting internal talent

• Foster a positive, collaborative, innovative and high-performing team environment.

• Manage and create Standard Operating Procedures

• Collaborate with internal and external partners in strategizing departmental and operational improvement

• Assume ownership of escalated calls or situations requiring time sensitive results

• Clarify policies, procedures and provide answers to general questions/inquiries in real-time to resolve employee concerns

Relationships

• Build and maintain a collaborative relationship with internal and external partners, 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 utilizing the company's employee handbook as an initial guide to success.

• 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.

• Oversee the operations of the center in the absence of the Communication Center Manager and the daily operations in the absence of the Communications or Administrative 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, Microsoft Office Suite, and general office equipment.

• 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.