Global Operations Center Manager

Global Operations Center Manager

Salary 85k- 105k ICP eligible / bonus eligible

EMPLOYMENT QUALIFICATIONS

1) Minimum of 3 years of air ambulance or comparable experience (Part 135, Part 121, etc.).

2) Minimum of 2 years management experience.

3) Must meet all employment qualifications for Global Operations Center Representative.

4) Experience working in dispatch or communication experience.

5) Recommendation from appropriate supervisory personnel.

6) Professional phone manner and in-person appearance.

7) Ability to adapt and respond appropriately to evolving work demands.

PREFERRED QUALIFICATIONS

1) Strong customer service skills with high level of professionalism.

2) Strong data entry skills.

3) Ability to perform maintenance of customer database.

4) Comfortable with CAD systems, internet, and e-mail. Competent computer skills.

5) Familiarity with international travel.

6) Ability to lead team members in a positive and productive manner.

7) Ability to demonstrate a highly motivated attitude and willingness to learn.

8) Considerable ability to present in a clear speaking voice and to articulate messages concisely and accurately. Ability to effectively present information and respond to questions from managers, clients, customers, and the general public.

9) Ability to gather, organize, translate, and process information from various sources. Ability to think clearly and act quickly in stressful situations.

10) Ability to write and maintain concise reports and business correspondence.

11) Ability to maintain unbiased and professional communications with customers, clients, and other employees.

12) Ability to transcribe information from taped recordings.

13) Considerable knowledge of geography.

BASIC FUNCTIONS

In addition to functions listed below, the employee is also expected to demonstrate and exercise the duties and responsibilities included in the Professional Development policy of the General Operations Manual. Individual performance evaluation will include their performance of the duties included within their specific job description as well as other duties/responsibilities described throughout the Medical Operations Manual as well as the Company Manual. The Global Operations Center Manager:

1) Under the general supervision of the Director of Communications, is responsible for recruiting potential employees, interviewing job applicants as defined in the company's interviewing guidelines, hiring of new employees, overseeing the training of Global Operations Center Specialists (GOCS), overseeing the training of supervisors, shift leads, and preceptors, evaluating employee's job performance, and managing discipline and termination of employees.

2) Is responsible for the immediate supervision of the GOC Supervisors and Shift Leads. They are also responsible for maintaining the daily operations of the call center, including staff assignments, scheduling shift assignments, approving payroll records and benefit time, monitoring staff activities, and acting as a resource when requested.

3) Must maintain the competencies required for the GOCS.

4) Assumes command of the communication center during crisis situations and applies sound judgment to broad policy and/or procedural guidelines.

5) Represents the communication center in company-wide meetings, programs, committees, etc. They will also represent AirMed at company-sponsored events, trade shows, formal training/educational programs, marketing visits, etc.

6) Interprets and ensures implementation and adherence to all rules, policies, and procedures, including new or revised directives for all GOCS. They will act as a liaison between administration and GOCS to explain and interpret policies, procedures, directives, and/or mandates as assigned.

7) Conducts regularly scheduled department meetings to maintain and exceed production/performance goals by monitoring employee performance, reviewing recorded calls, and evaluating routine documentation.

8) Maintains personnel files on all GOCS to include initial and recurrent training, performance evaluations, disciplinary actions, and for the annual appraisal process.

9) Completes production/performance reports for customers/clients and upper management as mandated and/or requested, which may include statistical analysis related to call volume, transport volume, and operationally defined values (i.e., missed transports). Participates in planning, research and operationally-related studies.

10) Works collaboratively with the Clinical Coordinator Director, Clinical Manager(s), Director of Operations, Flight Department, Maintenance Department, IT, and administrative personnel to develop practices/protocols to provide excellent communication services for customers, clients, patients, families, and other air medical organizations and professionals. Maintains an open line of communication with other departments. They will inform the Director of Medical Operations and other applicable department managers of any significant or unusual activities that occur within the GOC.

11) Investigates any complaints or concerns expressed by customers, clients, co-workers, and department personnel and implements recommendations for complaint resolution.

12) Participates in in-service and continuing education for both professional and personal development. Evaluates individual training progress and work performance through regularly scheduled QA activities, providing personal observations, review of training reports, and observing the nature and number of comments, both positive and negative and/or complaints accumulated against an individual.

13) Fosters a non-discriminatory climate in which care and service are delivered in a manner sensitive to socio-cultural diversity with respect to cultural difference impacts posed by conducting service or business and providing service at international/foreign locations.

14) Performs a variety of PR duties; performs media interviews as needed; collaborate with Corporate Communications to prepare press releases, obtain patient testimonials, and develop other marketing materials which require communication center involvement.

15) Promotes and monitors regulatory agency standards and customer service expectations for optimal service delivery.

16) Is experienced in all aspects of services provided and capable of performing the duties of a GOCS. The Manager will conduct continuous quality improvement activities, reports results as required to the CQI Committee and administration, completes call reviews per CQI plan and performs other assigned duties as appropriate.

17) Participates in communication equipment, software, and/or IT program evaluations for packages being considered for purchase and/or implementation within the GOC.

18) Maintains current membership in IAMTCS, including required continuing education. This membership will be sponsored by AMI.

19) Successful completion and currency of Certified Flight Communicator for all full-time staff is required within two years of hire.