Emergency Communications Manager (5Star) GreatCall
THIS JOB HAS EXPIRED Description
GreatCall markets services and applications that help people using mobile devices to stay connected, safe and healthy. We work with partners to create solutions that fulfill these needs, and ensure our products are easy-to-use and backed by high quality customer service. We take these services to market to through a variety of channels. These channels include traditional channels in our core ?connectivity? business, with its flagship product, the Jitterbug cell phone, as well as new channels on non-GreatCall handsets through partnerships with carriers, apps stores, and healthcare companies.
About the Team
The 5Star Urgent Response Call Center and MyLife Health and Safety Services team is dedicated to delivering a supervisor service experience to each of our customers, supporting both emergency and non-emergency calls. The team offers 24/7 service support on a wide range of issues and is certified by the National Academy of Emergency Dispatch in EPD, EMD and/or ED Quality Assurance.
About the Job
The Emergency Communications Manager?s primary responsibilities will be to develop, evaluate and manage workflow in the communication center for 5Star Urgent Response while ensuring that all relevant KPIs (Key Performance Indicators) are met. The successful candidate will assist in the implementation of policies and procedures as they pertain to both emergency and non-emergency requests for assistance and service. The Manager is also responsible for monitoring and assuring adherence to defined protocols, procedures and policies related to emergency response, HIPAA (Health Insurance Portability and Accountability Act), CPNI (Customer Proprietary Network Information) and or related security, safety and confidentiality. The candidate will work closely with the Director, Program Support and 5Star Urgent Response and the Training department to streamline program performance improvement initiatives.
Provide direction for prompt and efficient receipt and dispatching of emergency and non-emergency calls for assistance.
Coordinates new hire training and ensures continued education of staff.
Monitors scheduling to ensure there is adequate coverage in relation to call volume.
Direct the activities of the emergency communications center to support the effective, efficient and professional delivery of both emergency and non-emergency services to customers.
Assure that personnel are assigned to shifts and working across communications centers to provide optimum effectiveness.
Enforces rules, regulations, and procedures in accordance with applicable protocols and policies for emergency dispatch.
Prepares and reviews a variety of reports and records including personnel and operational reports.
Ensure program/department adherence to all Federal and State regulations as they pertain to the assigned program ? such as information security & privacy (i.e., CPNI, HIPAA, and FDA?s 501K Clearance issues).
Provide direct reports with clearly defined expectations, assigning work/tasks appropriately to ensure that KPIs as well as attendance standards are met. Closely monitors staff performance to ensure consistent performance feedback, timely performance appraisals, and appropriate disciplinary action is taken when needed.
Communicate processes and policy in a regular and timely manner to assure all communication center staff are aware of required changes.
Acts as a liaison between Carlsbad, CA communications center and satellite communications centers.
Interview, select and train program/department specific new hires.
Recommend and assist in developing and implementing strategies to continually improve program/department performance .
Remains available 24 hours per day via cell phone for department needs and provides adequate replacement coverage when necessary.
Report regularly/as needed to the Director, Program Support and 5Star Urgent Response regarding trends and recommend changes to the tactical plan to ensure high degree of performance.
Performs other duties as assigned.
Education: Bachelor Degree in Business or related field or equivalent experience
Prior certification or successful completion upon hire of the Emergency Dispatch Certification for Medical, Police or Fire.
Minimum of 7 years in a call center, contact center or communications center management role.
Minimum of 5 years experience managing multiple projects and/or programs.
Minimum of 5 years experience supervising in an emergency dispatch environment
Ability to travel up to 25%
Ability to work various shifts, including nights, holidays and weekends
Considerable knowledge of emergency telecommunicator principles, procedures, techniques and equipment.
Knowledge of federal, state, and local laws and their application to emergency communication activities.
Ability to train and supervise subordinate personnel in the duties of their position.
Ability to establish effective working relationships with employees, other departments and the general public.
Relevant medical field call center experience.
Prior Wireless or Telecommunications experience
Excellent planning, organizational and time management skills required, as well as, oral and written communication skills.
Strong attention to detail.
As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.
Join a fast-paced dynamic company that is making history with our customers and the wireless industry. If you're a smart, self-starter with solid experience in wireless and a passion to make a difference, let us hear from you. Check us out at www.greatcall.com.
||Reno, NV |
THIS JOB HAS EXPIRED