Dispatcher

TEKsystems•Menlo Park, CA

4d•$31 - $31•Onsite

About The Position

Under the direct supervision of the Sr MGR-Fac Call Center, and/or appointed shift commander, this position is responsible for planning, developing, implementing, managing, and coordinating the activities and staff. In partnership with various business units, this position will plan, develop, implement, manage, and coordinate the activities and staff. Work schedules may include weekends and after-hours, including times when emergency response or special events may result in working outside of or beyond normally scheduled times, including being available to participate in on-call leadership rotation programs as needed. Call Center and Service Request Operations Management: • Lead daily huddles with site/area supervisors. • Manage the day-to-day operations of the call center, ensuring that requests are handled promptly, accurately, and in compliance with established protocols. • Collaborate with IT and relevant departments to ensure call center technologies and systems are effective and properly utilized. • Manage a team of agents dedicated to addressing engineering, maintenance, property, and facility management requests. • Provide guidance, support, and performance feedback to ensure the team delivers exceptional customer service to internal stakeholders, including clinic staff and administrative personnel. • Attends and presents at all FS&P council meetings. • Ensure a patient-centered approach in addressing engineering and facility-related requests, emphasizing empathy, professionalism, and responsiveness. • Implement quality assurance programs, including call monitoring, to ensure adherence to best practices and service standards in the handling of maintenance and property-related inquiries. • Drive Standard Work excellence across entities. Communication and Stakeholder Engagement: • Act as a liaison between different business units and stakeholders. • Provide regular feedback and insights to relevant departments to support continuous improvement in engineering, maintenance, and facility management. • Communicate effectively with leadership to ensure a cohesive approach to patient support and issue resolution. Process Improvement and Service Enhancement: • Identify opportunities for process improvement and develop strategies to streamline call center operations while enhancing the quality of support provided. • Analyze data and metrics related to call center performance and patient satisfaction to identify trends and areas for improvement. • Collaborate with stakeholders to implement initiatives that enhance the efficiency of engineering, maintenance, and facility management processes.

Requirements

Five (5) years of progressively responsible work experience.
Emergency Protocols: Understand emergency response protocols, including procedures for police, fire, medical emergencies, and other critical incidents.
Geographical Knowledge: Familiarity with local geography, landmarks, and street layouts to provide accurate directions to responders and callers.
Legal and Ethical Standards: Knowledge of legal and ethical guidelines related to privacy, confidentiality, and data protection in emergency communications.
Emergency Services Operations: Understanding of how different emergency services (police, fire, medical) operate and collaborate in emergency situations.
Communication Systems: Familiarity with radio systems, computer-aided dispatch (CAD) software, and other communication tools used in emergency dispatch centers.
Medical and First Aid Basics: Basic understanding of medical terminology and first aid procedures to assist callers in medical emergencies until responders arrive.
Crisis Management: Knowledge of crisis management techniques, including de-escalation, handling distressed callers, and managing high-stress situations.
Multilingual Skills: Proficiency in multiple languages can be incredibly valuable in diverse communities to effectively communicate with callers who may not speak English fluently.
Active Listening: The ability to listen attentively, gather relevant information from callers, and ask clarifying questions to provide accurate details to responders.
Clear Communication: Effective verbal and written communication skills to relay information clearly and succinctly to emergency personnel and callers.
Multi-Tasking: Skill in managing multiple tasks simultaneously, such as answering calls, entering information into dispatch systems, and coordinating responses.
Critical Thinking: Analytical skills to assess situations quickly, prioritize res

Responsibilities

Lead daily huddles with site/area supervisors.
Manage the day-to-day operations of the call center, ensuring that requests are handled promptly, accurately, and in compliance with established protocols.
Collaborate with IT and relevant departments to ensure call center technologies and systems are effective and properly utilized.
Manage a team of agents dedicated to addressing engineering, maintenance, property, and facility management requests.
Provide guidance, support, and performance feedback to ensure the team delivers exceptional customer service to internal stakeholders, including clinic staff and administrative personnel.
Attends and presents at all FS&P council meetings.
Ensure a patient-centered approach in addressing engineering and facility-related requests, emphasizing empathy, professionalism, and responsiveness.
Implement quality assurance programs, including call monitoring, to ensure adherence to best practices and service standards in the handling of maintenance and property-related inquiries.
Drive Standard Work excellence across entities.
Act as a liaison between different business units and stakeholders.
Provide regular feedback and insights to relevant departments to support continuous improvement in engineering, maintenance, and facility management.
Communicate effectively with leadership to ensure a cohesive approach to patient support and issue resolution.
Identify opportunities for process improvement and develop strategies to streamline call center operations while enhancing the quality of support provided.
Analyze data and metrics related to call center performance and patient satisfaction to identify trends and areas for improvement.
Collaborate with stakeholders to implement initiatives that enhance the efficiency of engineering, maintenance, and facility management processes.