Dispatcher

Schedule: Wed - Sun 10pm - 6:30am

Description

Under the direct supervision of the Sr MGR-Fac Call Center, and/or appointed shift commander, this position is responsible for planning, developing, implementing, managing, and coordinating the activities and staff. In partnership with various business units, this position will plan, develop, implement, manage, and coordinate the activities and staff.

Work schedules may include weekends and after-hours, including times when emergency response or special events may result in working outside of or beyond normally scheduled times, including being available to participate in on-call leadership rotation programs as needed.

Call Center and Service Request Operations Management:

• Lead daily huddles with site/area supervisors.

• Manage the day-to-day operations of the call center, ensuring that requests are handled promptly, accurately, and in compliance with established protocols.

• Collaborate with IT and relevant departments to ensure call center technologies and systems are effective and properly utilized.

• Manage a team of agents dedicated to addressing engineering, maintenance, property, and facility management requests.

• Provide guidance, support, and performance feedback to ensure the team delivers exceptional customer service to internal stakeholders, including clinic staff and administrative personnel.

• Attends and presents at all FS&P council meetings.

• Ensure a patient-centered approach in addressing engineering and facility-related requests, emphasizing empathy, professionalism, and responsiveness.

• Implement quality assurance programs, including call monitoring, to ensure adherence to best practices and service standards in the handling of maintenance and property-related inquiries.

• Drive Standard Work excellence across entities.

Communication and Stakeholder Engagement:

• Act as a liaison between different business units and stakeholders.

• Provide regular feedback and insights to relevant departments to support continuous improvement in engineering, maintenance, and facility management.

• Communicate effectively with leadership to ensure a cohesive approach to patient support and issue resolution.

Process Improvement and Service Enhancement:

• Identify opportunities for process improvement and develop strategies to streamline call center operations while enhancing the quality of support provided.

• Analyze data and metrics related to call center performance and patient satisfaction to identify trends and areas for improvement.

• Collaborate with stakeholders to implement initiatives that enhance the efficiency of engineering, maintenance, and facility management processes.

Additional Skills & Qualifications

Experience Qualifications

Five (5) years of progressively responsible work experience. Required

Required Knowledge, Skills and Abilities

Emergency Protocols: Understand emergency response protocols, including procedures for police, fire, medical emergencies, and other critical incidents.

Geographical Knowledge: Familiarity with local geography, landmarks, and street layouts to provide accurate directions to responders and callers.

Legal and Ethical Standards: Knowledge of legal and ethical guidelines related to privacy, confidentiality, and data protection in emergency communications.

Emergency Services Operations: Understanding of how different emergency services (police, fire, medical) operate and collaborate in emergency situations.

Communication Systems: Familiarity with radio systems, computer-aided dispatch (CAD) software, and other communication tools used in emergency dispatch centers.

Medical and First Aid Basics: Basic understanding of medical terminology and first aid procedures to assist callers in medical emergencies until responders arrive.

Crisis Management: Knowledge of crisis management techniques, including de-escalation, handling distressed callers, and managing high-stress situations.

Multilingual Skills: Proficiency in multiple languages can be incredibly valuable in diverse communities to effectively communicate with callers who may not speak English fluently.

Active Listening: The ability to listen attentively, gather relevant information from callers, and ask clarifying questions to provide accurate details to responders.

Clear Communication: Effective verbal and written communication skills to relay information clearly and succinctly to emergency personnel and callers.

Multi-Tasking: Skill in managing multiple tasks simultaneously, such as answering calls, entering information into dispatch systems, and coordinating responses.

Critical Thinking: Analytical skills to assess situations quickly, prioritize res

Experience Level

Entry Level

#westpriority26

Job Type & Location

This is a Contract to Hire position based out of Menlo Park, CA.

Pay and Benefits

The pay range for this position is $31.00 - $31.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Menlo Park,CA.

Application Deadline

This position is anticipated to close on Apr 20, 2026.

h4>About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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