More Information about this Job:

Communications Supervisor

Rochester, NY

starting pay: $22/hr. and up, based on experience! 

JOB SUMMARY

Reporting to the Communications Manager, the position contributes to the company’s success by assisting the Communications Manager in executing Communication Center operations during scheduled shifts. The incumbent in this job deploys Communication Center team members, delegates tasks, maintains oversight, direction, trains, and coaches so that team members can create and maintain the Company experience for our customers. This person will promote a positive working environment in the Communication Center, by modeling and acting in accordance with company values

ESSENTIAL FUNCTIONS/DUTIES

Provide empathetic leadership and direction in the planning, development, implementation, and monitoring of operational goals, prioritizing the well-being and engagement of team members while driving results.

Act as the primary point of contact for team members during a shift, ensuring smooth communication, guidance, and support to maintain high performance and morale.

Use a side-by-side training approach to actively coach and develop team members, emphasizing growth through positive reinforcement and actionable feedback while ensuring adherence to work standards.

Maintain a visible presence on the floor, engaging with team members to understand and address any concerns, and proactively identifying opportunities to reduce stress and improve the work environment without compromising operational performance.

Ensure that customers’ questions and problems are resolved effectively and quickly according to established processes, and that team members feel empowered and supported in handling complex issues.

Hold team members accountable for their performance, addressing issues of non-compliance or subpar work through both positive reinforcement and corrective actions as needed.

Perform QA reviews and complete other administrative tasks as assigned (e.g., scanning, filing, completion of shift reports, etc.).

Provide input into center staffing levels and decisions to ensure team member development, engagement, and talent acquisition to achieve and maintain Communication Center operational requirements.

Communicate regularly with peer teams and the Communication Center Manager about operational issues, observations, insights, and suggestions, modeling transparency and collaboration.

Use conflict resolution and interpersonal skills to manage challenging situations while maintaining professionalism and empathy, with a focus on resolving issues and preventing future occurrences.

Demonstrate a calm demeanor during periods of high volume or unusual events and manage smooth transitions thereafter, setting a positive example for the Communication Center team and ensuring staff feel supported during high-pressure situations.

Achieve customer service goals and drive advancements in the quality and level of care provided by the staff at AMR, with a focus on operational success and compliance.

When on duty, may be the only leader in the building and will be required to support various other departments and personnel as needed.

Establish and ensure positive working relationships with stakeholders outside the organization, including co-responders, EMS agencies, area hospitals, clinics, community health departments, regulatory entities, and allied organizations.

Ensure the organization meets or exceeds all governmental, regulatory, and accreditation standards in all areas of day-to-day operations, adhering to New York State regulations and company policies.

Support and uphold all policies, procedures, and protocols associated with the operations of the Communications Center and AMR as a whole.

Develop an understanding of operational tools, systems, and processes to plan for and achieve operational excellence in the Communication Center.

Maintain regular and consistent attendance and punctuality.

Ensure team members adhere to operational compliance requirements, providing clarification and guidance when necessary, and implementing corrective actions if expectations are not met.

Act as an internal consultant by leading the design/redesign, development, implementation, and monitoring of process improvements to enhance quality, operational performance, and customer experience.

Maintain a positive working environment that attracts and retains high-quality staff, emphasizing open communication, mutual respect, and personal development.

Establish and ensure the AMR organization adheres to prescribed standards of quality assurance and performance improvement.

Adhere to all company policies and procedures.

Act with integrity, honesty, and knowledge that promotes the mission and values of AMR.

Perform other duties as assigned.

Education:

• High School Diploma, GED, or equivalent

• Associates degree preferred

Skills:

• Available to work flexible hours that may include early mornings, evenings, nights, weekend, and / or holidays.

• Demonstrated success in establishing a wide range of business and professional relationships.

• Coordinates consistent operations and leadership between all leadership team members.

• Demonstrate ability to learn and perform all dispatch and call taking functions at a high level.

Credentials/Licenses:

• Certification as an IAED EMD preferred 

EEO Statement:

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing for individuals with a disability.