Position Title: Call Center Manager - EMERGENCY RESPONSE
Location: Matawan, NJ (On-site Only)
Compensation: Starting at $70,000/year (Final pay based on experience)
Schedule: Full-Time, Monday-Friday + 1 Saturday/Month
Language Requirement: Bilingual - English/Spanish
About the Role:
We are an emergency response company with 25 vehicles on the road daily, operating a 24/7 dispatch and scheduling center. We're seeking a driven, experienced Call Center Manager to lead our team of 6-10 call center representatives and billing staff. This person will be responsible for ensuring excellent service delivery, effective dispatching, Real Time response coordination, and team accountability.
This is a fast-paced, high-impact leadership role with direct oversight of day-to-day call center operations, staff performance, and client communication. You will report directly to the owner and collaborate closely with two department managers to drive operational efficiency and client satisfaction.
Key Responsibilities:
- Oversee and manage daily operations of the call center and billing team (approx. 125 calls/day).
- Supervise 2 overlapping shifts covering 24/7 operations.
- Lead scheduling and dispatching efforts for a fleet of 25 active service vehicles.
- Monitor and enforce KPIs to ensure team performance and service standards.
- Plan next-day staffing and vehicle resources based on business needs.
- Host and attend business meetings 3x/week to review operations, share updates, and collaborate cross-functionally.
- Ensure proactive communication with clients-respond quickly, clearly, and professionally.
- Create and manage reports that support team efficiency and track customer interactions.
- Anticipate business demands and make proactive operational adjustments.
- Coach and develop staff; set clear expectations and hold team members accountable.
- Promote a positive, performance-driven, and collaborative office culture.
Required Qualifications:
- Minimum of 5 years of leadership experience in emergency response communications and or dispatch operations
- Bilingual: Fluent in English and Spanish.
- Strong business acumen with proven success managing teams and improving KPIs.
- Experience with Computer-Aided Dispatch (CAD) systems, mapping software, and Real Time deployment tools.
- EMD, ETC, or EMT certification required
- Demonstrated ability to thrive in a fast-paced, dynamic, and high-pressure environment.
- Strong interpersonal skills with the ability to lead, motivate, and coach diverse teams.
Why Join Us?
- Competitive salary with growth potential
- Great office culture with a close-knit, supportive team
- Full benefits package
- Opportunity to make a real impact in a mission-driven organization