Emergency Dispatch Shift Lead at ‍Rescue.co

The Role

As an Emergency Dispatch Shift Lead, you ensure the smooth and efficient running of operations during assigned shifts. This role supports the Dispatch Centre Manager by overseeing daily performance, maintaining service levels, and ensuring exceptional customer experiences. The Shift Lead provides guidance and problem-solving support to dispatchers in real time.

The Shift Lead will work in a high-pressure, fast-paced environment that requires swift decision-making and adaptability. They should be prepared to handle emergencies, provide leadership, and ensure smooth operational transitions between shifts.

This role is critical in maintaining Rescue.co’s commitment to delivering exceptional service and operational excellence. The Shift Lead will play a pivotal part in achieving organizational goals while fostering a collaborative and high-performing team culture.

Role Responsibilities

• Ensure quality and protocol compliance: Monitor all dispatch interactions to confirm that scripts, tone, and customer service standards are consistently followed.
• Ensure operational excellence by tracking key performance indicators: These include but are not limited to response times, time to wheels moving, time-to-dispatch, call-handling duration, and case accuracy, and proactively escalating deviations from standards.
• Maintain customer satisfaction: Coach dispatchers in real-time to improve on every call.
• Monitor live cases: Track all active cases to ensure providers are responding promptly and that service-level expectations are met.
• Identify and escalate issues: Immediately escalate any complex, high-touch, or challenging cases to the Medical Dispatcher or senior leadership on duty.
• Guarantee data accuracy: Verify that every case is fully documented and accurate in real time, targeting 100% data completion and correctness per shift.
• Conduct shift handover: Ensure shift handover reports are complete, detailed and properly communicated to the incoming team.
• Communicate proactively: Maintain fast, clear communication with dispatchers, providers, and internal teams across phone, WhatsApp, Slack, and email.
• Promote smooth operations: Support team coordination, resolve minor shift challenges quickly, and ensure a positive working rhythm throughout the shift.

Requirements

• A background in call center operations or a high-volume customer service role.
• Proven experience in team supervision.
• Strong listening and communication skills in English and Swahili. Additional languages are a big bonus!
• A love of technology and comfort using a suite of technology systems, from our in-house Computer Aided Dispatch platform to other communication platforms. 
• The ability to multitask and manage several live cases simultaneously with speed and accuracy.
• The ability to problem-solve in the moment to meet demanding and ambitious service goals. Excellent attention to detail and a passion for data quality.
• A typing speed of at least 35 WPM.
• The ability to motivate and coach team members under pressure.
• Open to work day and night shifts.