Global Communications Centre Supervisor

The Global Communications Centre Supervisor is responsible to ensure the operational efficiency of their allocated division. The allocated division is responsible for global assistance services and related special contracts. You will be required to provide guidance and leadership to the operations teams, while ensuring that customer service standards are fully maintained.

Duties and Responsibilities:

1. Management and Coordination:

Manage and coordinate EMS cases, including emergency and planned transport, as well as non-medical matters, in alignment with internal protocols and client/site-specific requirements.

Ensure the timely and appropriate escalation of cases to clients and/or management, following standard operating procedures (SOPs).

Oversee the updating of the Computer-Aided Dispatch (CAD) system and billing control tools, maintaining accurate records for billing and administrative purposes.

2. Customer Relations:

Handle inquiries and assist customers based on their specific needs and company processes.

Cultivate and maintain positive working relationships with customers and colleagues, fostering a collaborative and supportive environment within the team.

Customer experience management

3. Supervisory Responsibilities:

Provide leadership and guidance to the coordination team, ensuring adherence to protocols and achieving operational objectives.

Conduct regular performance evaluations, provide feedback, and facilitate training and development opportunities for team members.

4. Problem Solving and Adaptability:

Demonstrate strong problem-solving skills and the ability to anticipate customer needs, effectively navigating complex and challenging circumstances.

Thrive under pressure, managing conflicting demands and adapting to rapid changes in operational priorities.

Skills and Aptitudes:

1. Managerial Skills:

Strong leadership abilities, with a focus on fostering a positive and productive team environment.

Effective delegation and management of resources to optimise team performance and achieve organisational goals.

The ideal candidate must be a strong and mature leader, who is highly committed and capable of effectively balancing organisational needs with customer demands.

You need to have an exceptional level of cross-cultural competence with the ability to inspire confidence in both clients and colleagues.

Maintain a personal and professional standard of excellence

Willing to provide assistance and support to team members

2. Skills & Experience:

Excellent verbal and written communication skills, with the ability to convey information clearly and concisely to diverse audiences.

Active listening skills, ensuring understanding of customer needs and concerns, and facilitating appropriate solutions.

Commercial know-how and savvy

Coordinating diverse skills and professional disciplines

Business development and proposal conceptualisation

Strong administrative and organisational skills

Delegation, reporting and management control

Business process development and maintenance

Experience leading a team of multifunctional and/or multidisciplinary role players

Experience with telephonic/ remote incident management and case coordination

Developed knowledge of advanced clinical patient care standards (as may be applicable to diverse transport methodologies e.g. shipping, flying, short and long distance road transportation etc.)

Sound knowledge of international EMS systems and process as well as the assistance market generally

Global travel arrangements for 3rd parties, passport/ visa requirement and inter-country/ inter-jurisdictional medical transportation arrangements.

Knowledge of global assistance provider network management

Telemedicine practices and procedures

Developed knowledge of private healthcare in an international context, including international medical insurance billing arrangements and medical aid billing standards for aeromedical services.

Off-shore/ maritime medical care and related procedures

Business process management/ optimisation

3. Analytical Thinking:

Analytical mindset, with the ability to assess situations quickly, identify root causes of issues, and develop effective solutions.

Requirements:

Experience in a call center environment (experience in EMS, travel assistance, or medical case management is advantageous).

Demonstrated supervisory experience, with a track record of effectively leading and developing teams to achieve operational excellence.