Emergency Dispatch Shift lead at Flare Emergency Response

The Role

We are looking to hire Shift Leads to manage the dispatchers while on shift and work with the team to achieve our dispatch KPIs. This role reports directly to the Dispatch Director.

• Manages the outcomes and the performance of an emergency dispatch shift.
• Review cases in real-time and conduct call reviews to assess compliance to protocols, incidents, and areas for improvement.
• Lead shift handover with the outgoing and incoming team and shift lead. Ensures all shift handovers are documented and sent out through the right reporting channels.
• Complete the dispatchers schedule and ensure optimum shift coverage with the right mix of skills.
• Assist with planning, scheduling and coordinating both external and internal training in dispatch
• Assist with recruitment and assessment of new dispatchers.
• Assist with performance evaluations for dispatchers.
• Summarize results monthly in a management report, highlighting trends, any issues and suggestions for improvement.
• Operate various communication equipment and technologies, including computers, radio calls, mobile/ landline phone systems, web platforms, and tools.

Requirements

• Team player with at least three years of experience in managing a team.
• Strong verbal and written communication skills.
• Extremely customer-centric and able to deliver exceptional service with proven success in teaching others the same.
• A strong process-oriented individual with unbelievably consistent attention to detail, organizational and time management abilities.
• Very strong understanding and experience working in emergency dispatch rooms or busy call centers and operations management best practices.
• Experience in leveraging technology with an ability to blind type at a speed of at least 35 wpm.
• Preference is given to medical professionals with at least 7 years in the field or relevant experience, including nursing, midwives, paramedicine, EMTs, social workers, and psychologists. Other professionals from intense and high-traffic call centres, dispatch operations, and similar settings will be considered.

Benefits

• Mission-driven team & work; a chance to work on the live and action-packed lifesaving platform
• A fun work environment in our Nairobi office
• Healthcare coverage for you and your family
• Ambulance cover and Roadside Assistance by rescue. co
• Life insurance
• Free daily lunch in the office
• Laptop