Operations Manager

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.

For more information on our industry-leading benefits, please visit our benefits page here. 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)