Global Operations Center Supervisor

IMMEDIATELY HIRING! FULL-TIME Opportunity

$55,000 - $70,000 salary rate

Basic Function:

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 this 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 AirMed Company Manual.

• The GOC Shift Lead is responsible for maintaining the daily operations of the call center during their on-duty or assigned shift / on-call time of responsibility. Ensuring Baldwin risk assessments are completed.
• He/she is experienced in all aspects of services provided and capable of performing the duties of Global Operations Center Specialist as required. They will conduct activities in continuous quality improvement activities, report results as required to QI Committee and administration, completes call reviews per CQI plan and also as requested, and performs other assigned duties as appropriate.
• Establishes and maintains effective working relationships with customers, clients, and fellow employees.
• Under the general supervision of the GOC Manager, he/she is responsible monitoring staff activities and workloads, supervision of ongoing missions and activities, and acting as a resource when requested for administrators, other department personnel, and GOC Specialists.
• He/she is experienced in all aspects of services provided and capable of performing the duties of the GOCS as required. Must maintain the competencies required for the GOCS position.
• He/she is experienced in the initial and recurrent training programs developed for orientation and ongoing training for the GOC Specialists and can provide such training as needed in conjunction with the management team. Monitors GOC Specialists progress through training curriculums and makes recommendations to the Management team regarding the GOC Specialists completion and/or success with the program material.
• Maintains an open line of communication between the GOC and other departments.
• At the end of the shift, ensures that an assigned GOC Specialists gathers and organizes information from each GOC Specialists on duty in order to complete and distribute the shift report as required.
• Represents the Global Operations Center in company-wide meetings, programs, committees, etc. Represents AirMed at company-sponsored events, trade shows, formal training / educational programs, marketing visits, etc.
• Participates in all CQI activities, reports, meetings, etc. Is responsible to assist with completing all CQI reporting for the department.
• Current membership in IAMTCS, including required continuing education. This membership will be sponsored by AMI.
• Successful completion and currency of Certified Flight Communicator for all full time staff is required within two years of hire.

Employment Qualifications:

• 2-3 years of supervisor or management experience.
• No write-ups in the previous 6 months.
• Current IAMTCS Certified Flight Communicator. (Or on course to be scheduled for next available class).
• Demonstrates proficiency handling all GOC tasks and base operations.
• Demonstrates and maintains a positive attitude.
• Undertakes professional development and leadership training as assigned.

Preferred Qualifications:

• Strong customer service skills with a high level of professionalism.
• Data entry skills.
• Maintenance of customer database.
• Comfortable with intranet, internet, and email. Competent computer skills.
• Familiarity with international travel.
• Ability to lead team members in positive and productive manner while supporting and upholding management directives and decisions.
• Ability to demonstrate a highly motivated attitude and willingness to learn.
• Considerable ability to present information 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.
• Ability to gather, organize, translate and process information from various sources. Ability to think clearly and act quickly in stressful situations.
• Ability to write and maintain concise reports and business correspondence.
• Ability to maintain unbiased and professional communications with customers, clients and other employees with respect and appreciation for cultural differences.
• Ability to transcribe information for taped recordings or documents received electronically.
• Considerable knowledge of geography.
• Why Choose AirMed? As a leading provider of air medical transportation services, AirMed is one of Global Medical Response's (GMR) family of solutions. Our GMR teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. View the stories on how our employees provide care to the world at www.AtaMomentsNotice.com. Learn how our values are at the core of our services and vital to how we approach care and check out our comprehensive benefit options at GlobalMedicalResponse.com/Careers.