• Plans, schedules and directly supervises the daily activities and operations of the Call Center on assigned shift and performs various administrative functions to ensure customer satisfaction.

• Monitors workloads and assignments, changes priorities and schedules as needed to assure customer service calls are completed in an efficient and timely manner as measured by customer satisfaction standards.

• Resolves escalated service issues.

What you should bring:

• Previous supervisory experience and demonstrated ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.

• Working knowledge of computer-aided dispatch operations.

• Ability to analyze and solve problems.

• Ability to multi-task and work in a fast-paced environment.

• Strong interpersonal skills and the ability to work effectively with a wide range of customers, adapting style to meet business needs.

• Ability to drive issues through to resolution; highly professional and business-like in communications and interactions with internal staff and external customers.

• Demonstrated ability to communicate effectively, both orally and in writing.

• Ability to make sound and effective administrative or procedural decisions and judgments.

• Knowledge of geographic area and the ability to read maps.

• Post-secondary course work or education preferred with at least 3 years of work related to job responsibilities.