FocusPoint International
Director of CRC Operations
FocusPoint International is again expanding its management team due to growth. The Director of Crisis Response Center (CRC) Operations is responsible for assisting in the training, coaching, and leading Operations Support Specialists (OSS) personnel and Supervisors as they provide support for customers. This position serves as a manager to the OSS Supervisors including CRC South Africa, and reports to the Vice President of Global Operations. The position requires the planning, organizing, directing, and reviewing of the work of administrative and Operations personnel in FocusPoint International.
RESPONSIBILITIES
- The ability to prepare reports for review by a superior and provided to the Senior Leadership Team (SLT) or customers if needed; to implement policies and procedures within the CRC’s; effectively plan, coordinate, organize and supervise the work of OSS personnel; perform effective public relations and community outreach on behalf of FocusPoint International; collaborate with others using and strong interpersonal and communication skills; and related capacities and abilities.
- Assist Supervisors with all incoming calls Care and Assistance Plus (CAP) or Overwatch & Rescue (O&R) related calls;
- Understand CAP Rules and Regulations and O&R Terms and Conditions actioning items that are deemed as “coverage”;
- Review all CRISIS Log entries daily, ensure Supervisors are reviewing for accuracy;
- Monitor all ongoing security-related operations and respond if needed;
- Ensure appropriate and timely response to all FocusPoint inquiries and liaise with representatives of the organizations FocusPoint supports;
- Assist the VP of Global Operations with responses to Request for Proposals (RFP) or Request for Information (RFI) with regards to operations when tasked;
- Assist Medical Operations Manager in proper responses of all OSS for all medical-related calls and/or inquiries including assisting in medical quoting;
- Maintain a professional demeanor and work environment, including professional attire and maintenance of personal workspace and equipment;
- Have the capability of planning, coordination, execution and follow-up of all tasks given by senior management in a timely and professional manner without constant supervision;
- Provide critical updates to Vice President of Global Operations and Senior Leadership Team (SLT) as needed;
- Responsible for the operations, planning, budget and management of the Crisis Response Centers in Plantation, FL, and Cape Town, South Africa.
- Responsible for the administrative functions of operations;
- Responsible for the daily operations with Search and Rescue (SAR) entities and have an understanding established Memorandum of Understanding (MOU) and Letters of Agreement (LOA)
- Knowledge of the administrative and operational functions and demands of a high call volume monitoring and escalation point, emergency management, and/or customer service center.
- Experience with and a thorough knowledge of the planning, development and implementation of a department budget; knowledge of fiscal and policy issues that affect performance within the call center environment.
QUALIFICATIONS
- 5-7 years of progressively responsible management experience within a communications center. This can be a high volume call center of 911 center.
- Bachelor’s Degree in Business Administration, Business Management, Communications or a related field
- Supervision – Knowledge of leadership techniques, principles, and procedures to assign work, schedule, supervise, train, and evaluate the work of assigned staff.
- Strategic Planning – Thorough knowledge of research and analysis methods and techniques; thorough knowledge of statistical analysis and forecasting techniques.
- Customer Service – Thorough knowledge of principles and processes for providing customer services. This includes meeting established quality standards and KPI’s.
- 3-5 years of supervisory experience or any equivalent combination of education and experience.
- PSAP Leader/Management through a professional Public Safety Corporation such as APCO desired
- Advanced knowledge of Microsoft Office suite, including Word, Excel, PowerPoint and Outlook. Must know how to initially create documents in these formats as well as edit and maintain documents.
- Understands the value of prompt and responsive customer engagement and can act accordingly.
- Excellent written and verbal communication skills.
- Ability to multi-task in a fast-paced and demanding work environment.
- Attention to detail is key in this industry as people are relying on us to provide assistance in high-pressure situations.
- Strong leadership traits and demonstrated ability to make sound decisions with limited information, time and resources.
- Fluency in English required. Secondary language also preferred.
- Clean criminal background and fully eligible to work in the United States.
In exchange for your experience, we offer a competitive starting salary, and a very attractive benefit package that includes health, dental, vision, life, disability, 401k plan with company match, paid vacations, and holidays.
Our Core Values
Integrity, Accountability, Communication, Customer Focused, Commitment
About FocusPoint International
FocusPoint International is a global assistance company in the travel risk and critical event management space that delivers an integrated suite of health, security and incident response services through information, technology, and people. To learn more about us visit our website https://www.focuspointintl.com.
Please submit your resume in confidence. We are a drug free, equal opportunity employer.
Job Type: Full-time
Pay: $95,000.00 – $105,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- On call
Supplemental Pay:
- Bonus pay
Ability to commute/relocate:
- Plantation, FL 33324: Reliably commute or planning to relocate before starting work (Preferred)
Education:
- Bachelor’s (Preferred)
Experience:
- Call center management: 7 years (Preferred)
- 911 center management: 7 years (Preferred)
- communication center: 7 years (Preferred)
Language:
- English (Required)
Willingness to travel:
- 25% (Preferred)
Work Location: One location
