About the role

As an Emergency Dispatch Shift Lead, you keep operations running smoothly during your assigned shift. You support the Dispatch Centre Manager in overseeing dispatcher performance and protocol adherence, but most importantly, you are responsible for how each case is handled during your shift, and making sure every caller gets an exceptional experience. You're the person dispatchers turn to for real-time guidance and problem-solving.

The environment is high-pressure and fast-paced. You'll need to make quick decisions, adapt on the fly, handle emergencies, support the dispatcher team as they handle cases, and run clean handovers between shifts.

This role is critical to Rescue.co's commitment to operational excellence. You'll play a pivotal part in hitting team goals while building a collaborative, high-performing culture on the floor.

Rescue.co builds technology that saves lives. Our platform coordinates the largest network of ambulances, security, air evac and roadside responders in East Africa, connecting people in urgent need with help faster and more reliably than ever before.

What you'll do

• Ensure quality and protocol compliance: monitor dispatch interactions in real time to confirm scripts, tone, and customer service standards are consistently followed.
• Track key performance indicators including response times, time to wheels moving, time-to-dispatch, call-handling duration, and case accuracy, and proactively escalate deviations.
• Maintain customer satisfaction by coaching dispatchers in real time to improve on every call.
• Monitor live cases to ensure providers respond promptly and service-level expectations are met.
• Immediately move complex, high-touch, or challenging cases to the Medical Dispatch desk, Roadside Dispatch desks, Dispatch Management or senior leadership on duty.
• Guarantee data accuracy: verify every case is fully documented and correct in real time, targeting 100% data completion per shift.
• Conduct shift handovers with complete, detailed reports properly communicated to the incoming team.
• Communicate proactively with dispatchers, providers, and internal teams across phone, WhatsApp, Slack, and email.
• Support team coordination, resolve minor shift challenges quickly, and keep a positive working rhythm throughout the shift.

What we're looking for

Must have

• 4+ years of relevant experience.
• 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.
• Comfort using a suite of technology systems, including an in-house Computer Aided Dispatch (CAD) platform and other communication tools.
• Ability to multitask and manage several live cases simultaneously with speed and accuracy.
• Ability to problem-solve in the moment to meet demanding service goals.
• Excellent attention to detail and a passion for data quality.
• Typing speed of at least 40 WPM.
• Ability to motivate and coach team members under pressure.
• Open to working both day and night shifts.

Nice to have

• Additional languages beyond English and Swahili.

Benefits at Rescue

At Rescue, we want you to bring your whole self to work  energized, supported, and empowered. When you join our team, you're not just signing up for meaningful work in a mission-driven organization and a fun, collaborative workspace at our Nairobi office you're also gaining access to a suite of benefits designed with your well-being in mind:

• Flexible Paid Time Off: Because we trust you to know when you need rest.
• Comprehensive Healthcare: Medical coverage for you and your loved ones.
• Ambulance Cover & Roadside Assistance: Provided by rescue.co, so you're protected when it matters most.
• Life Insurance Peace of mind for you and your family.

Please note: these benefits apply to full-time employees.

• Ensure quality and protocol compliance: monitor dispatch interactions in real time to confirm scripts, tone, and customer service standards are consistently followed.
• Track key performance indicators including response times, time to wheels moving, time-to-dispatch, call-handling duration, and case accuracy, and proactively escalate deviations.
• Maintain customer satisfaction by coaching dispatchers in real time to improve on every call.
• Monitor live cases to ensure providers respond promptly and service-level expectations are met.
• Immediately move complex, high-touch, or challenging cases to the Medical Dispatch desk, Roadside Dispatch desks, Dispatch Management or senior leadership on duty.
• Guarantee data accuracy: verify every case is fully documented and correct in real time, targeting 100% data completion per shift.
• Conduct shift handovers with complete, detailed reports properly communicated to the incoming team.
• Communicate proactively with dispatchers, providers, and internal teams across phone, WhatsApp, Slack, and email.
• Support team coordination, resolve minor shift challenges quickly, and keep a positive working rhythm throughout the shift.

• Strong listening and communication skills in English and Swahili.
• Comfort using a suite of technology systems, including an in-house Computer Aided Dispatch (CAD) platform and other communication tools.
• Ability to multitask and manage several live cases simultaneously with speed and accuracy.
• Ability to problem-solve in the moment to meet demanding service goals.
• Excellent attention to detail and a passion for data quality.
• Typing speed of at least 40 WPM.
• Ability to motivate and coach team members under pressure.

• 4+ years of relevant experience.
• 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.
• Comfort using a suite of technology systems, including an in-house Computer Aided Dispatch (CAD) platform and other communication tools.
• Ability to multitask and manage several live cases simultaneously with speed and accuracy.
• Ability to problem-solve in the moment to meet demanding service goals.
• Excellent attention to detail and a passion for data quality.
• Typing speed of at least 40 WPM.
• Ability to motivate and coach team members under pressure.
• Open to working both day and night shifts.
• Additional languages beyond English and Swahili.