Job Summary
Responsible to ensure all areas of the daily operation (hiring, training, and production work force) are carried out to the highest level of quality execution while ensuring fiscal responsibility. Providing positive leadership and guidance to Assistant Operations Managers in order for them to build, develop, and run the most effective teams. Provide ongoing leadership and training in order to build bench strength within levels reporting to this role.
Essential Functions and Responsibilities include the following:
Manage and oversee all activities related to Operations, Hiring, Training, Quality Assurance and overall technological efficiencies.
Work closely with the Client Services Manager regarding maintenance and development of client relationships.
Ensure Management team is meeting KPI’s, deadlines and managing all tasks effectively and efficiently.
Prepare periodic reports related to overall production and performance.
Develop ways to increase performance efficiencies and bottom line.
Create and manage staffing models, balancing needs of operations and budgetary confinements.
Responsible to ensure that the Communications Center Policy and Procedure Manual is up to date and accurate
Serve as escalation resource for any issues related to Operations, in regards to Training and Quality Assurance.
Develop processes and procedures ensure attrition levels are in line with KPI’s.
Measure efficiencies of Management team and ability to quantify performance related to budgetary goals.
Other Duties as assigned.
Additional Job Requirements
Regular scheduled attendance
Indicate the percentage of time spent traveling – 2%
Subject to applicable laws and Air Method’s policies, regular attendance is an essential function of the position. All employees must follow Air Methods’ employment practices and policies.
Supervisory Responsibilities
Directly supervises employees in the AirCom department. Carries out Supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, selecting, hiring, and training employees, planning, assigning and directing work; appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems. For Exempt Managers: Managers that carry out these responsibilities for two or more employees will have significant input in hiring and termination decisions.
Qualifications
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. In accordance with applicable laws, Air Methods will provide reasonable accommodations that do not create an undue burden so disabled employees may perform the essential functions of the position.
Education & Experience
Bachelor’s degree (B.A. /B.S.) from four-year college or university; or eight to ten years related experience and/or training; or equivalent combination of education and experience.
Five (5) years’ experience managing call centers or Emergency Communications Centers.
Ability to work 24/7 for emergent phone calls and emails.
Skills
Excellent organizational skills, detail oriented, ability to prioritize and meet deadlines.
Excellent Management, interpersonal and communication skills
Ability to motivate and lead others.
Computer Skills
Proficiency with Microsoft Suite including Word, Excel, Power Point and Outlook.
Familiarity with Computer Assisted Dispatch programs and phone/radio consoles
Certificates, Licenses, Registrations
None
Air Methods is an EEO/AA employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.