The Assistant Dispatch Manager manages the daily operations of the dispatch department and ensures that quality service standards and procedures are met. Under general supervision, manages, through supervisors, the performance of assigned ERS shifts, meeting targets for quality service, efficiency, and cost control.

• Assists with real-time management of the call center and dispatch departments. Determines staffing levels for anticipated ERS call volume based on seasonality, trends and peak call volume periods
• Assists Manager in selecting and orientating supervisors for assigned ERS shifts and monitors their performance. Provides direct supervision to shift staff in the absence of a supervisor
• Performs the duties of the Dispatch Manager in their absence. Manages, or assists in managing, the dispatch area during storm and emergency periods
• Interviews, makes hiring decisions teaming with the Human Resources Department, trains and evaluates the performance of subordinate staff, as needed
• Reviews dispatch operations to identify technical and operational training needs and recommends operational improvements
• Reviews, recommends and performs modification to computer-aided dispatch systems
• Tests, inspects and operates radio, telephone computer and other equipment as needed
• Trains Dispatch Supervisors in communication, SOP's, Club policies and supervisory expectations and ensures adequate training is provided for dispatch personnel
• Audits dispatched call reports or calls in progress to ensure compliance with SOP's, the accuracy of the rate of payment to the contractor and that service delivery and quality standards are met
• Compiles and maintains the budget for Dispatch department
• Performs other related job duties as needed. Performs job duties according to department policies, procedures, and practices

• 5+ years of customer service and/or dispatch experience
• 5 + years of supervisory/management experience
• Strong leadership and management skills
• Ability to think innovatively
• Excellent planning and organizational skills
• Well-developed communication skills, ability to write effectively
• Outstanding judgement
• Ability to make decisions which are time sensitive
• Ability to handle pressures and to function well at critical times
• Outstanding problem-solving skills with ability to recommend solutions
• Excellent customer service skills
• Ability to function as a team member
• Ability to adapt to changing priorities and conditions
• Willingness to adjust hours to meets changing conditions or critical needs
• Ability to operate computer
• Microsoft Office Word, Excel and Outlook and Internet