Call Center Supervisor, Overnight Dispatch Operations
Overview
Oversee overnight call center operations for TridentCare's mobile diagnostics dispatch hub in Dallas, TX, ensuring 100% adherence to schedules and service levels across a high-volume inbound environment. Lead a team of 15-20 agents, managing real-time ACD queues, un-dispatched priority screens in DDF, and Teletrac monitoring to drive 5-10% productivity gains in the first 90 days. Partner with area managers and trainers to audit calls, coach underperformers, and enforce policy. This role offers the unique challenge of running night-shift logistics where your decisions directly impact STAT case turnaround for jails and facilities.
What You'll Do9
- 1Build and enforce daily shift schedules in DDF based on call volume forecasts, adjusting breaks and PTO requests to maintain 95% staffing coverage.
- 2Monitor live Teletrac and ACD displays to keep average speed of answer under 30 seconds during peak overnight windows.
- 3Coach each agent monthly through call reviews and performance audits, using Excel trackers to deliver data-driven feedback that lifts individual handle times by 15%.
- 4Escalate STAT cases and facility fax orders within 10 minutes of receipt, routing them to the right dispatcher in DDF for immediate entry.
- 5Lead daily huddles to communicate policy updates and workflow changes, ensuring all agents execute the new overnight protocol for jail and ultrasound orders.
- 6Own the monthly performance appraisal cycle, submitting 100% of reviews by the deadline with measurable goals tied to Teletrac metrics.
- 7Troubleshoot call center technical issues in Teletrac and DDF, coordinating with IT to resolve overnight outages within one hour.
- 8Serve as the escalation point for complex patient and client inquiries, resolving 90% on first contact to prevent repeat calls.
- 9Run weekly productivity reports in Excel to spot trends and propose workflow changes that cut un-dispatched queue times by 20%.
Requirements9
- 12-3 years leading teams in a call center or dispatch environment, with proven ability to hit service level targets.
- 2Fluent in Microsoft Excel, PowerPoint, and Word for scheduling, reporting, and presentations.
- 3Hands-on experience with Teletrac or similar GPS/workforce management platforms for real-time monitoring.
- 4Working knowledge of DDF or equivalent internal order-entry systems for dispatching and tracking clinical orders.
- 5Strong math skills for calculating staffing ratios, call volume averages, and overtime budgets.
- 6Ability to interpret written, oral, and schedule instructions with limited standardization.
- 7Flexibility to work fixed overnight shifts, including weekends and holidays as needed.
- 8Demonstrated problem-solving for concrete operational variables in high-pressure situations.
- 9Proven track record of coaching and developing call center agents to improve individual performance.
Salary Insight
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