Emergency Response Center Supervisor

Emergency Response Center Supervisor

Location: Dallas, TX; Tampa, FL; Mesa, AZ; Lenexa, KS

Reports to: HighGround Director of Sales Enablement

Company Overview

HighGround is a private equity-backed leader in the disaster mitigation and property restoration services industry. The company was created in 2020 with the acquisition of Dry Force headquartered in Dallas, TX. Over the past 5+ years, HighGround has acquired fourteen additional brands across the US encompassing decades of industry experience and market success. HighGround companies leverage industry leading technology, both in the field and in back-office operations, as well as a highly trained professional workforce delivering best-in-class service to its customers. Leading online reviews validate its commitment to service and have resulted in deep business-to-business relationships with leading plumbers, HVAC providers, home builders, digital referral partners and property management firms. These potential referral sources across North America provide a highly efficient channel to the residential and commercial markets.

Position Overview

The Emergency Response Center Supervisor leads HighGround's multi-brand Emergency Response Center (ERC), overseeing 24/7 call handling, customer intake, and appointment conversion for mitigation services. This role is responsible for delivering consistent service levels, empathetic customer experiences, and accurate job intake across internal and outsourced teams while maximizing the number of inbound calls converted to appointments across HighGround's portfolio of brands.

The ERC Supervisor is both a hands-on operational leader and a systems-builder - driving revenue growth by managing real-time conversion performance while strengthening staffing models, SOPs, quality standards, and data visibility. This leader plays a key role in stabilizing emergency response operations and scaling HighGround's shared-services model as the business grows.

Key Responsibilities

Contact Center Operations & Customer Intake

• Lead daily ERC operations across multiple brands, driving a best-in-class caller experience that maximizes lead conversion while ensuring consistent service levels and coverage
• Monitor real-time performance metrics including call volume, Average Speed of Answer (ASA), Average Handle Time (AHT), abandonment, and conversion rates.
• Actively manage intraday performance, adjusting staffing, queues, and workflows during spikes, after-hours periods, and emergencies.
• Ensure accurate, empathetic, and compliant intake of emergency mitigation calls.

Intake Quality, SOPs & Customer Experience

• Own intake quality standards, scripts, and SOPs across brands.
• Ensure all calls result in accurate job creation with complete customer, loss, and scheduling information.
• Review live calls, AI-assisted intake, and after-hours interactions to ensure quality, accuracy, and adherence to standards.
• Maintain and continuously improve the ERC Knowledge Base, scripts, and escalation procedures.

Performance Management, Analytics, and Workforce Planning

• Analyze daily, weekly, and monthly KPIs to identify performance gaps, trends, and improvement opportunities.
• Support forecasting and capacity planning to ensure appropriate staffing for seasonality, growth, and surge events.
• Partner with IT and reporting teams to improve dashboards, Power BI visibility, and data accuracy.
• Design and execute overflow and surge-response protocols.

Leadership, Coaching, and Team Development

• Listen to call logs to identify enhancement opportunities - both with coordinator abilities and process improvements.
• Lead, coach, and develop ERC coordinators with clear expectations and accountability.
• Conduct daily huddles, coaching sessions, and performance reviews tied to KPIs.
• Build a culture of urgency, empathy, consistency, and operational discipline.
• Oversee onboarding, training, and ongoing development for ERC team members.

Vender and Cross-Functional Collaboration

• Develop a cross-brand team that handles emergency response calls during daytime hours across all US time zones.
• Manage relationships with outsourced ERC partners, ensuring SLA adherence and quality standards.
• Collaborate with brand leaders, field operations, IT, and scheduling teams to resolve intake and service issues.
• Serve as the escalation point for high-impact customer or operational incidents.

Metrics of Success (KPIs)

• Call to Inspection Conversion Rate
• Inbound Call Engagement Rate ([Calls that met targets: ASA ≤15 sec & call lasts longer than 60 seconds] / # of times phone rang)
• Coordinator Quality Score
• Job Detail Completion Rate
• Utilization Rate

Qualifications

Required:

• 7-10+ years of call center or contact center operations experience, including leadership responsibility.
• Proven experience managing real-time, high-volume, time-sensitive environments.
• Strong analytical and KPI-driven decision-making skills.
• Experience leading multi-brand or multi-queue operations.
• Excellent coaching, communication, and leadership capabilities.
• Proficiency with call center platforms, CRM systems, Microsoft 365, and reporting tools.

Preferred:

• Experience in emergency services, restoration, home services, or other 24/7 response environments.
• Experience with offshore/outsourced teams and workforce management practices.
• Familiarity with Power BI and AI-assisted operational tools.

Key Competencies

• Emergency Operations Leadership
• Data-Driven Performance Management
• Workforce & Capacity Planning
• SOP & Quality Discipline
• Customer Empathy
• People Leadership & Coaching
• Problem Solving & Escalation Management
• Cross-Functional Collaboration
• Sense of Urgency & Ownership

Compensation & Benefits

Compensation will be commensurate with experience including a competitive base salary, annual bonus and competitive benefits package to include medical, vision, and dental insurance and 401k plan with generous company matching, company paid life and HSA with company contributions

More about HighGround

HighGround brands help customers who have suffered water, mold, or fire damage by providing 24/7/365 drying and clean up services coupled with reconstruction contracting, all while engaging with the customer's insurance company to ensure seamless claims processing. The company has developed long-lasting relationships with plumbers and other commercial partners through enhanced partnership activities, such as hosted education and training, reporting and analytics, and competitive incentive compensation. This comprehensive approach allows HighGround to stay top of mind with these key referral relationships.

The $95B disaster mitigation and property restoration sector is highly fragmented with over 10,000 companies and only a few players of scale. Despite being one of the larger companies in the market, HighGround still has a relatively small market share with significant opportunity for growth. Geographic expansions into adjacent markets and acquisitions have positioned the company for sustained organic growth. With the support of its investment partner, HighGround seeks to increase the company's market share and EBITDA significantly over the next several years through both organic growth and accretive M&A. The company's goal is to leverage its expertise and access to capital to build a national set of superior brands that are served and supported by a robust shared-services model and enable best-in-class technology, reporting and analytics, national channel partnerships, digital marketing, and talent acquisition and development.

For more information, please visit www.highgroundnow.com.