Emergency Response Center Supervisor

Dry Force Corp•Tampa, FL

About The Position

THE EMERGENCY RESPONSE CENTER SUPERVISOR LEADS HIGHGROUND’S MULTI‑BRAND EMERGENCY RESPONSE CENTER (ERC), OVERSEEING 24/7 CALL HANDLING, CUSTOMER INTAKE, AND APPOINTMENT CONVERSION FOR MITIGATION SERVICES. THIS ROLE IS RESPONSIBLE FOR DELIVERING CONSISTENT SERVICE LEVELS, EMPATHETIC CUSTOMER EXPERIENCES, AND ACCURATE JOB INTAKE ACROSS INTERNAL AND OUTSOURCED TEAMS WHILE MAXIMIZING THE NUMBER OF INBOUND CALLS CONVERTED TO APPOINTMENTS ACROSS HIGHGROUND’S PORTFOLIO OF BRANDS. THE ERC SUPERVISOR IS BOTH A HANDS‑ON OPERATIONAL LEADER AND A SYSTEMS‑BUILDER — DRIVING REVENUE GROWTH BY MANAGING REAL‑TIME CONVERSION PERFORMANCE WHILE STRENGTHENING STAFFING MODELS, SOPS, QUALITY STANDARDS, AND DATA VISIBILITY. THIS LEADER PLAYS A KEY ROLE IN STABILIZING EMERGENCY RESPONSE OPERATIONS AND SCALING HIGHGROUND’S SHARED‑SERVICES MODEL AS THE BUSINESS GROWS.

Requirements

7–10+ years of call center or contact center operations experience, including leadership responsibility.
Proven experience managing real‑time, high‑volume, time‑sensitive environments.
Strong analytical and KPI‑driven decision‑making skills.
Experience leading multi‑brand or multi‑queue operations.
Excellent coaching, communication, and leadership capabilities.
Proficiency with call center platforms, CRM systems, Microsoft 365, and reporting tools.

Nice To Haves

EXPERIENCE IN EMERGENCY SERVICES, RESTORATION, HOME SERVICES, OR OTHER 24/7 RESPONSE ENVIRONMENTS.
EXPERIENCE WITH OFFSHORE/OUTSOURCED TEAMS AND WORKFORCE MANAGEMENT PRACTICES.
FAMILIARITY WITH POWER BI AND AI‑ASSISTED OPERATIONAL TOOLS.

Responsibilities

Lead daily ERC operations across multiple brands, driving a best-in-class caller experience that maximizes lead conversion while ensuring consistent service levels and coverage
Monitor real‑time performance metrics including call volume, Average Speed of Answer (ASA), Average Handle Time (AHT), abandonment, and conversion rates.
Actively manage intraday performance, adjusting staffing, queues, and workflows during spikes, after‑hours periods, and emergencies.
Ensure accurate, empathetic, and compliant intake of emergency mitigation calls.
Own intake quality standards, scripts, and SOPs across brands.
Ensure all calls result in accurate job creation with complete customer, loss, and scheduling information.
Review live calls, AI‑assisted intake, and after‑hours interactions to ensure quality, accuracy, and adherence to standards.
Maintain and continuously improve the ERC Knowledge Base, scripts, and escalation procedures.
Analyze daily, weekly, and monthly KPIs to identify performance gaps, trends, and improvement opportunities.
Support forecasting and capacity planning to ensure appropriate staffing for seasonality, growth, and surge events.
Partner with IT and reporting teams to improve dashboards, Power BI visibility, and data accuracy.
Design and execute overflow and surge‑response protocols.
Listen to call logs to identify enhancement opportunities – both with coordinator abilities and process improvements.
Lead, coach, and develop ERC coordinators with clear expectations and accountability.
Conduct daily huddles, coaching sessions, and performance reviews tied to KPIs.
Build a culture of urgency, empathy, consistency, and operational discipline.
Oversee onboarding, training, and ongoing development for ERC team members.
Develop a cross-brand team that handles emergency response calls during daytime hours across all US time zones.
Manage relationships with outsourced ERC partners, ensuring SLA adherence and quality standards.
Collaborate with brand leaders, field operations, IT, and scheduling teams to resolve intake and service issues.
Serve as the escalation point for high‑impact customer or operational incidents.