Description
The Command Center Supervisor is a working leader responsible for daily operations and supervision of a team of Language Service Dispatchers. This role ensures efficient, high-quality service delivery, proper staffing, timely escalation of issues, and adherence to organisational policies and service standards.
Responsibilities:
- Directly supervise a team of Language Service Dispatchers, including scheduling, training, performance feedback, and coaching.
- Ensure adequate staffing coverage across all shifts, adjusting assignments in real-time to meet demands.
- Monitor performance metrics such as call wait times, service level goals, response rates, and drive accountability.
- Serve as the first point of contact for staff questions, concerns, or workflow barriers, identifying and escalating operational and personal issues to the Language Service Director in a timely manner.
- Participate in and contribute to the development and implementation of policies, procedures, and training materials.
- Ensure compliance with HIPAA confidentiality and organisational standards.
- Maintain accurate documentation related to scheduling, attendance, performance, and incidents.
- Support continuous quality improvement initiatives.
- Foster a positive team culture that aligns with organisational values.
Requirements:
- Demonstrated experience in a supervisory or lead role.
- Bachelor’s degree preferred.
- One year of experience in a supervisory or lead role preferred, with familiarity with medical terminology and interpreter or language services being a plus.
- Two years of experience in a healthcare call centre scheduling or service coordination environment preferred.
Physical Requirements:
- Ongoing need for the employee to see and read information, labels, documents, monitors, identify equipment and supplies, and be able to assess customer needs.
- Frequent interactions with providers, colleagues, customers, patients/clients, and visitors that require the employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.
- Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy.
Benefits:
- Benefits eligible
- Monday to Friday, 08:00-16:30
- Generous benefits package covering a wide range of programs to foster a sustainable culture of wellness.
Salary:
- $25.39 - $40.00 per hour