- Work Setting: 24/7 high-pressure dispatch and call center environment requiring rotational shifts, weekends, and holidays
Key Responsibilities
- Shift Supervision: Direct and monitor call handlers and dispatchers to ensure fast, accurate processing of emergency calls.
- Real-Time Monitoring: Track call volume, response times, and system pressures, adjusting staff or recommending action plans to meet Key Performance Indicator (KPI) targets.
- Complex Call Support: Assist staff with difficult or multi-casualty incidents, guiding them on proper dispatch protocols and priority levels.
- Quality Assurance & Incident Review: Investigate adverse events, handle patient complaints, and participate in root cause analysis to improve service delivery.