Shift Supervisor - Call Centre

Role Overview

• Work Environment: 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.
• Staff Management: Handle shift scheduling, break management, performance coaching, training, and disciplinary reporting.