BLS Operations Manager

The operations manager position manages local scheduling and real-time operations that facilitate the maximization of resources (human and automated) to achieve customer satisfaction, productivity, schedule adherence and economic goals.

• Oversees daily activities of operations to maximize scheduling and real-time utilization of resources; analyzes and recommends part-time, flexible and full-time employee mix for the site.
• Interfaces with central operations management to ensure smooth -coordination of scheduling and maximization of schedule adherence;

provides input on local conditions, identifies needs and receives direction on real-time staffing increases or decreases.

Ensures call center operations coordinators manage schedule adherence notifying and escalating within the site and within the network as warranted;

ensures communication of real-time staffing changes to network operations coordinators.

• Enacts contingency plans as needed; escalates and directs activities during systems problems, disasters, etc.; identifies potential problems, troubleshoots, escalates issues to local and network management, and participates in post-mortem analysis of problems providing input for future process improvements.
• Approves schedules developed by call center scheduling Manager and works with local management to communicate and fill schedules and handle exceptions.
• Reviews ongoing performance results to targets. Takes corrective measures with authorization, escalate as needed.
• Participates in daily, weekly, monthly and annual planning process as appropriate.
• Performs all duties and responsibilities in a timely and effective mariner in accordance with established company policies to achieve the overall objectives of this position.
• Maintains a favorable working relationship with all other company employees to foster aid promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency / effectiveness.
• Projects a favorable image of the companies to promote its aims and objectives and foster and enhance public recognition and acceptance of all of its areas of endeavor.
• Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
• Performs all necessary supervisory functions to effectively and efficiently manage the personnel assigned.
• Maintains a qualified staff.
• Communicates areas of accountability and performance expected of personnel assigned
• Determines standards of performance as a basis to review progress of personnel assigned.
• Recommends salary adjustments. transfers, promotions and dismissals.
• Ensures proper training of personnel assigned.
• Fosters a cooperative and harmonious working climate conductive to maximize employee morale and productivity.
• Develops individuals for future advancement.
• Maintains certification and ability to perform duties as a backup EMT or paramedic.
• Performs other duties and responsibilities as required or requested.

Supervisory Responsibility :

This position manages all employees of the department and is responsible for leadership, performance management and hiring of the employees within its department.

Work Environment :

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type / Expected Hours of Work :

This is a full-time position and hours of work and days are Monday through Friday with a schedule that varies. Occasional evening and weekend work may be required as job duties demand.

Travel :

Travel is primarily locally during the business day, although some out of the area travel and overnight may be expected.

Required Education and Experience

• Bachelor's degree in operations management, business management or equivalent and 5-7 years previous operations management experience, including forecasting, scheduling and real-time operations management.
• EMT or Paramedic license.
• Experience in a production or EMS environment.
• Experience supervising, coaching and developing staff.
30+ days ago