Director of Dispatch Operations
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
DIRECTOR OF DISPATCH OPERATIONS
Full-Time Reports to Chief Operating Officer
About National Health Transport
National Health Transport (NHT) is a leading private ambulance service operating across multiple districts in Florida. We provide critical ALS BLS and CCT transport services around the clock supported by a dedicated team of dispatchers and call takers working 24/7 from locations around the world. As we continue to grow we are seeking a dynamic and driven leader to take our dispatch operations to the next level.The Opportunity
We are looking for a Director of Dispatch Operations to lead manage and continuously improve all aspects of our dispatch center. This individual will oversee a team of approximately 40 dispatchers and call takers operating across multiple time zones. The ideal candidate is a forward-thinking leader who embraces technologyincluding artificial intelligenceas a tool to drive performance efficiency and service quality. This is not a role for someone content with the status quo. We want a self-starter who is constantly seeking ways to innovate streamline processes and raise the bar for the entire operation.Key Responsibilities
- Direct and oversee all dispatch operations across NHTs service areas ensuring seamless 24/7 coverage with remote teams operating worldwide.
- Lead supervise and motivate a team of approximately 40 dispatchers and call takers fostering a culture of accountability professionalism and continuous improvement.
- Develop and implement operational policies procedures and performance standards that drive efficiency and service excellence.
- Monitor key performance indicators including response times on-time performance and unit hour utilization; use data to identify trends and implement corrective actions.
- Champion the adoption of AI-driven tools and emerging technologies to enhance dispatch decision-making resource allocation and operational workflows.
- Coordinate staffing schedules to ensure adequate coverage during peak demand periods including evenings weekends and high-volume events.
- Serve as the on-site operations leader during disasters severe weather events and other emergencies requiring in-office presence and hands-on management.
- Collaborate with district Directors field supervisors and senior leadership to align dispatch performance with organizational goals.
- Manage quality assurance programs including call monitoring performance reviews and ongoing training and development for dispatch staff.
- Report directly to the Chief Operating Officer providing regular updates on operational performance staffing and strategic initiatives.
Qualifications
- Minimum of 5 years of experience in dispatch management preferably within EMS healthcare transport or a related fieldor demonstrated equivalent competency in a high-volume dispatch environment.
- Proven track record of supervising and developing large teams in a 24/7 operational setting.
- Strong detail orientation with a relentless focus on accuracy compliance and process improvement.
- Demonstrated ability to leverage technology and data analytics to drive operational decisions; experience with or enthusiasm for AI-powered tools is highly valued.
- Excellent leadership communication and interpersonal skills with the ability to motivate teams across remote and in-office environments.
- Self-motivated and proactive with a history of identifying problems and implementing solutions without waiting to be directed.
- Flexibility and willingness to work evenings and be physically present in the office during disasters and other critical events.
- Familiarity with CAD (Computer-Aided Dispatch) systems; experience with EMS-specific platforms is a plus.
- EMT or Paramedic certification is a plus.
- Strong work ethic and a commitment to the mission of providing outstanding patient transport services.
What We Offer
- Competitive compensation commensurate with experience.
- The opportunity to shape and lead a critical function within a growing organization.
- A leadership team that values innovation initiative and results.
- The chance to make a meaningful impact on patient care and emergency response across Florida.
National Health Transport is an Equal Opportunity Employer.
Required Experience:
Director
