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Communication Supervisor (Nights) - Omaha, NE

Air Methods Corp.

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Omaha, NE
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Job Description

As posted by the hiring company

Job Overview:

Job Summary

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

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 Communication 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

• 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.
• Bachelor’s degree (B.A or B.S.) preferred
• 1 year management or supervisory experience preferred
• Customer Service experience preferred
• Aviation industry experience preferred

Skills

• 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.

Computer Skills

• Intermediate Microsoft Suite, including Word, Excel and Outlook required

Certificates, Licenses, Registrations

• EMT, CNA, CMT or pre-hospital equivalent experience preferred

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.