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Communications Center Supervisor (Nights Only)

Royal Ambulance· Communications Center
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San Leandro, CA$85k - $105kFull-timePosted 1mo ago

About the role

Oversee and support the Communications Center team to ensure efficient and effective medical dispatch operations, including real-time call monitoring, resource management, team leadership, and performance coaching.

Responsibilities

  • Collaborate with Communications Director and Communication Supervisors to drive process improvement in line with company objectives.
  • Manage the performance of all team members within the communications center
  • Monitor and address individual performance of team members
  • Monitor key metrics and address challenges such as SLAs, meal periods compliance, adherence to posting plans, and response time for emergency calls
  • Ensure that team members are professional and conducting themselves to our highest standards
  • Actively listening and walking around the communications floor to ensure that team members are on task and effective
  • Perform regular analysis of unit availability, pending call volume, and develop plans to minimize delayed calls.
  • Facilitate daily team huddles to review improvement opportunities, team praises, concerns, and process updates. Develop action items to execute based on needs brought up during meetings.
  • Manage employees schedules ensuring adequate dispatch and call taking coverage
  • Ensure that our team members are making decisions that optimize performance to our customers expectations
  • Collaborate with the Operations Leaders to resolve resource challenges as needed
  • Resolve customer related inquiries and escalations
  • Maintain data integrity
  • Maintain a clean environment for our team members
  • Ensure that all team members are fit for duty and have the tools and resources to be successful.
  • Celebrate wins and elevate the recognition of team members
  • Mentor team to ensure needs are met and that there is a consistent path for growth within the Communications Center.
  • Create an environment oriented on trust, open communication, creative thinking, and cohesive team effort.
  • Provide support to Customer Specialists and Dispatchers as needed.
  • Facilitate Dispatch Training Academy.
  • Ensure adherence to Royal and EMS Agency Policies and Procedures.
  • Participate in QA and QI initiatives and meetings.
  • Demonstrate and support Royals Values, Mission and Quality Standards.
  • Maintain records, prepare reports, and compose correspondence relative to the work.
  • Maintain confidentiality regarding any patient information in accordance with HIPAA regulations, as well as any sensitive company or employee related information.

Qualifications

  • Minimum of 3+ years as a Dispatcher
  • Maintain the requirements of a Dispatcher
  • Obtain EMD-Q and AHA CPR certifications
  • Attend EMS Agency QI committee meetings
  • Proven leadership experience with a track record of supporting teams in a fast-paced, high-pressure environment
  • Strong understanding of EMS operations, emergency response protocols, and relevant regulations.
  • Excellent verbal and written communication skills, with the ability to interact effectively with diverse stakeholders
  • Ability to make quick, informed decisions in emergency situations.
  • Strong analytical and problem-solving skills, with the ability to interpret data and metrics to drive improvements
  • Ability to inspire and lead a team, fostering a collaborative and supportive work environment
  • Conflict resolution skills and the ability to manage stressful situations calmly and effectively
  • Foster a culture of continuous learning by providing coaching and mentorship to team members, assisting the Director with developing them professionally and reach their full potential
  • Must be able to work night shifts on the following schedule: Thursday, Friday, Saturday and every other Wednesday

Skills

Required:DispatcherLeadershipEMS operations knowledgeCommunication
Last updated Sep 9, 2026. Interested? Apply on the company site.

About Royal Ambulance

Trusted, reliable, and dedicated to your health and well-being.

Royal Ambulance provides top-tier ambulance transport services in California. Trusted, reliable, and dedicated to your health and well-being.

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