Supervisor, Contact Center Dispatch Services

The Job/What You'll Do:

Responsible for the daily operations of the Dispatch Department, and supervision of all Dispatchers. Assists in supporting Dispatch operations and coverage, especially during high volume/short-staffed times. Strong focus on daily operations, and quality of dispatch services

Responsibilities:

• Provides back-up support to Dispatch Specialists as needed. This includes taking incoming phone calls, assisting during breaks, completing dispatch requests, and any other help that is needed
• Use appropriate supervision/management methods and a flexible interpersonal style to help coach and support Dispatch Specialists and Crisis Staff assisting in Dispatch coverage; provides timely guidance and feedback services, complete and document supervision weekly. Documents performance deficiencies, creating a plan of action for improvement; completes annual performance appraisal
• Actively monitor the agent status system and dispatch caseloads to help manage the work activity of the Dispatch Center, including incoming and outbound calls and dispatches, queues, delay times, and the status and workload of Dispatcher Specialists
• Responsible for daily scheduling and staffing including filling shifts, managing floor coverage (lunches/breaks), traffic control and overtime; ensures staffing is effective, meets contractual requirements, and operates with fiscal responsibility. Coordinates with Contact Center Supervisors and Scheduler when necessary
• Effectively initiates, communicates and collaborates with the Contact Center management team on program service delivery and components, training, evaluation and outcomes, dispatch initiatives, new projects, and building a successful team
• Other duties as assigned

Knowledge, Skills, Abilities:

• Critical thinking skills and effective decision making within the context of the organization's culture;
• Uses appropriate methods and a flexible interpersonal style to help coach others;
• provides timely guidance and feedback; results in task accomplishment;
• Clear/concise/logical verbal and written business communication for execution of vision and strategic initiatives;
• Plans effectively; establish courses of action for self and others to ensure work is completed efficiently;
• Maintains effectiveness when experiencing major changes in work tasks or environment; adjusts effectively to new processes;
• Builds and maintains collaborative relationships that facilitate the accomplishment of goals;
• Technical, industry specific knowledge about healthcare, behavioral health, crisis services and standards of practice.
• Ability to act professionally and maintains appropriate boundaries with clients and staff.
• Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
• Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
• Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional and leadership growth.

Education & Experience:

• 4 years of experience in dispatch, behavioral health or related field, Required
• 1 years leadership experience, required
• Associates Degree