The company

At Rescue.co, we build technology that saves lives.

Every day, our dispatch systems connect people in urgent need with medical, security, and roadside assistance - faster, smarter, and with more reliability than ever before. Today, our platform coordinates the largest network of ambulances, security, airevac and roadside responders in East Africa.

We’re looking for passionate team members to help design, build, and scale the core systems and keep our operations running smoothly in a high-pressure, high-impact environment. If you thrive on meaningful challenges, love crafting reliable tech systems, or love the thrill of running fast-paced, high-impact operations - and if want to be part of a team that impacts lives every day - we’d love to hear from you. 

 

About the role:

The Team Lead is responsible for managing dispatch operations during their assigned shifts, ensuring high performance across key metrics, seamless team coordination, and effective communication with all stakeholders. This role demands a proactive approach to maintaining operational excellence, managing team dynamics, and driving continuous improvement to meet and exceed performance expectations. The first 6 months of this role will focus Quality Assurance (see item 1 below) and will expand to include the other functions thereafter.

This is what you will do: 

Quality Assurance and Performance Monitoring to Maintain a High Dispatch Performance. 

• Listen to and evaluate emergency dispatch calls across all shifts and teams.
• Assess calls using structured quality assurance criteria, ensuring compliance with protocols and a consistently high standard of care.
• Monitor key quality metrics like call clarity, customer satisfaction, and response times.
• Create and deliver clear, compelling weekly and monthly performance reports for dispatchers and leadership.
• Dispatchers’ performance scores should remain at or above:
  • 90% for experienced dispatchers.
  • 85% for New Dispatchers for their first quarter, transitioning to 90% thereafter.
• Conduct real-time performance reviews and provide actionable feedback to maintain and improve scores, creating performance-improvement plans as needed.
• Identify and address performance gaps promptly, offering training or coaching as needed.

Leverage Use of Systems

• Ensure the Shift Handover Document is fully completed via Flare Dispatch (FD) at the end of each shift.
• Communicate all critical escalations to the Director, Product Operations & Strategy in real time and shift challenges within 1 hour of the end of the shift.
• Monitor system usage and ensure all documentation and updates are accurate and timely.

Partner/Client/Team Communication

• Respond to all queries and concerns from phone, WhatsApp, email, and Slack within 15 minutes.
• Maintain professional and clear communication channels with all stakeholders to resolve issues efficiently.
• Escalate unresolved or critical issues promptly to the appropriate manager or department.

Prepare Shift Schedule and Ensure Full Coverage

• Develop and manage shift schedules on Humanity to achieve 100% shift coverage (4 dispatchers per shift).
• Proactively address and resolve staffing gaps within 12 hours.
• Monitor and encourage punctuality among dispatchers, tracking and addressing tardiness as necessary.
• Maintain a dispatcher satisfaction score of 90%+ for shift scheduling.

Performance Metrics (KPIs)

Quality Assurance

• Call Evaluation Coverage: Evaluate 5 calls per dispatcher each week.
• Accuracy of Evaluations: Achieve and maintain a 95% accuracy rate by Month 3 in call evaluations and maintained throughout the year.
• Trend and Pattern Analysis: Identify and report on at least 5 significant trends or patterns in call data per quarter.
• Reporting Consistency: Provide comprehensive reports weekly from Month 2 with actionable insights and recommendations, plus quarterly reports as an overview.

Dispatch Performance

• Below Expectations: < 90% (below 4/5)
• Meets Expectations: 90% - 95% (4 - 4.5/5)
• Exceeds Expectations: > 95% (> 4.5/5)

System and Documentation Compliance

• 100% completion of the shift handover document.
• All critical escalations are communicated promptly, and broader shift challenges are addressed within a 1-hour window.

Communication Responsiveness

• Response time for queries: 15 minutes or less.

Shift Management

• 100% shift coverage with no gaps longer than 24 hours.
• Dispatcher satisfaction score: 90%+ for shift scheduling.

Requirements: 

• Has a medical background (Paramedics, EMTs, Nurses, or Clinical Officers), or experience in emergency medicine, ICU/Critical Care, air evacuations, or crisis response roles.
• Proven experience in dispatch operations, emergency response, or a related field.
• Strong organizational and time-management skills.
• Excellent communication skills, both verbal and written.
• Proficient in using dispatch software, scheduling tools (e.g., Humanity), and communication platforms (WhatsApp, Slack, email).
• Ability to lead and motivate a team in a dynamic, fast-paced environment.
• Detail-oriented with a commitment to operational excellence.
• Is fluent in English and Swahili and can communicate clearly and professionally, both verbally and in writing.

Work Environment

The Team Lead will work in a high-pressure, fast-paced environment that requires swift decision-making and adaptability. They should be prepared to handle emergencies, provide leadership, and ensure smooth operational transitions between shifts.

This role is critical in maintaining Rescue.co’s commitment to delivering exceptional service and operational excellence. The Shift Lead will play a pivotal part in achieving organizational goals while fostering a collaborative and high-performing team culture.

How to Apply

Please submit a one-page PDF CV. Ensure that you highlight the most relevant experiences within a single page. We will not review CVs longer than one page. 

Rescue.co is an equal opportunity employer. We celebrate diversity in all its forms and are committed to creating an inclusive workplace where everyone belongs. We welcome your application.