Communication Supervisor

Air Methods•Jacksonville, FL

13d

About The Position

Responsible for the training, coaching and development of all communication specialists assigned to their team. Through daily interaction and positive leadership, the Communications Supervisor will improve the performance of all team members. Will assist during periods of high workload with customer request for service. Ensure employee performance is in compliance with all Air Methods policies, procedures and practices. Essential Functions and Responsibilities include the following: Manage multiple job duties on a daily basis, to include all communication specialist duties along with assigned quality assurance tasks. Facilitate productive use of employee downtime by providing on-going training to their staff Interface with the flight program as a contact source and liaison with the communications center Relay any significant complaint or potential program issues to the Client Services Manager. Guide, evaluate and lead Communication Specialist in their daily job duties through ample monitoring and feedback sessions. Sessions to include but not limited to scorecard review, live monitoring, Quality Assurance analysis and feedback, remote monitoring and demo sessions. Promote an environment of teamwork and continuous improvement in their assigned staff members. Assist in the integrating/transitioning new programs into the communications center. Provide support to their assigned region providing excellent customer service with a professional image. Participate in the training of new employees and assist the managers in monitoring the progress of the trainee. Promote positive communication between Communications Specialists, members of Flight team and outside agencies. Implement PAIP procedures and make proper notifications for these events Monitor shift activity and contact necessary on-call person as workload or sick calls dictate Work with the AirCom Operations Manager to champion an environment of teamwork and continuous improvement. Complete billing mileage verifications. Work closely with the Quality Assurance department to carry out necessary improvements as a result of their feedback and observations. Complete annual employee and competency analysis of assigned employees 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.

Requirements

High school diploma or general education degree (GED); or one to three years’ related experience and/or training; or equivalent combination of education and experience.
Ability to be a team player with a professional attitude
Excellent written and verbal communication
Excellent organizational skills, detail oriented, ability to prioritize and multi-task and meet deadlines.
Intermediate Microsoft Suite, including Word, Excel and Outlook required

Nice To Haves

Bachelor’s degree (B.A or B.S.) preferred
1 year management or supervisory experience preferred
Customer Service experience preferred
Aviation industry experience preferred
EMT, CNA, CMT or pre-hospital equivalent experience preferred

Responsibilities

Manage multiple job duties on a daily basis, to include all communication specialist duties along with assigned quality assurance tasks.
Facilitate productive use of employee downtime by providing on-going training to their staff
Interface with the flight program as a contact source and liaison with the communications center
Relay any significant complaint or potential program issues to the Client Services Manager.
Guide, evaluate and lead Communication Specialist in their daily job duties through ample monitoring and feedback sessions. Sessions to include but not limited to scorecard review, live monitoring, Quality Assurance analysis and feedback, remote monitoring and demo sessions.
Promote an environment of teamwork and continuous improvement in their assigned staff members.
Assist in the integrating/transitioning new programs into the communications center.
Provide support to their assigned region providing excellent customer service with a professional image.
Participate in the training of new employees and assist the managers in monitoring the progress of the trainee.
Promote positive communication between Communications Specialists, members of Flight team and outside agencies.
Implement PAIP procedures and make proper notifications for these events
Monitor shift activity and contact necessary on-call person as workload or sick calls dictate
Work with the AirCom Operations Manager to champion an environment of teamwork and continuous improvement.
Complete billing mileage verifications.
Work closely with the Quality Assurance department to carry out necessary improvements as a result of their feedback and observations.
Complete annual employee and competency analysis of assigned employees
Other Duties as assigned.
Regular scheduled attendance