Job Description
• Direct contact and responsible to answer incoming calls, evaluate requirement and forward to relevant executive for action as required.
• Coordination and support through the International SOS Assistance Network for any security or medical support for Iqarus deployed staff on any project or operation, including Head office visitors.
• Supporting the processing of and management of insurance claims for Field Staff as required.
• Monitoring staff movement via tracking services including Track24, Intl. SOS systems, and Chubb systems.
• Review of the security status of all countries of deployment, reporting of and sharing of security alerts to all internal department as required.
• Establishment of active tracking processes for all extreme risk locations where required and support is mandated for deployments.
• Continuously review and improve OSC processes and procedures and update where required to reflect current operations activities.
• Provide travel logistics support to field staff including pre-deployment security briefings and information sharing.
• Manage and coordinate project reports and returns including Monthly Board Reports, Weekly Operations Reports, continuous reports related to field projects as required.
• Monitoring and reporting of all incidents through the established O-500-a Report Form process in Microsoft Forms from all field sites and projects.
• Manage and coordinate operations and HSE statistics from all projects and report as required to various Heads of Departments.
• Annual review of all Head Office, Project and site Business Continuity Plans (BCP) and Medical Emergency Response Plans (MERP) throughout the business.
• Management of OSC administrative processes, including accurate record keeping and ensuring registers are up to date.
• Prepare and manage any Crisis Response Team activations within the company and be the initiator of the support process. Set up and manage the CRT team and implement a call-out process as per the established procedure.
• Included in the 24/7 on call on duty roster for the OSC and establish and maintain a Duty Manager capability within the OSC as and when required to support the OSC activities.
• Coordination of Medevac missions for UAE governmental clients through the International SOS Assistance Centre.
• Included in the QMS Internal Audit annual plan of the organization to conduct internal audits on other departments.
Qualifications
Minimum 3 years previous experience in a call centre role essential
Experience of assistance services operations centre would be an advantage
Internal Auditor accredited with LRQA
Additional Information
Key Skills:
• Demonstrable customer service and call centre skills with the ability to remain calm in demanding situations.
• Excellent IT skills and knowledge of services and divisional hardware & software including setup of new innovative systems and processes as required.
• Excellent skills related to interfaces of various tools and programs is essential, as well as gathering and interpretation of statistics, spread-sheets, databases, and general IT services.
• UAE based position, and the position has a 24 hours on-call requirement on occasion, requiring flexibility and ability to adapt to working environment.
Other open roles at Iqarus(6)
Iqarus is a world leader in delivering high standards of medical care and internationally accredited medical training in the world’s most challenging operating environments. We work side by side with governments, IGOs, INGOs, militaries and private companies, to provide the medical support which enables them to accomplish their mission objectives with total focus and confidence. We rapidly develop and deliver innovative and scalable turnkey medical solutions, from individual medics to full-scale multi-disciplinary field hospitals, often in areas of high risk. We have over 20 years experience delivering medical training across the globe and from our Immersive Training Centre in Hereford, UK. We currently offer 23 core courses as well as a wide range of tailored training modules designed to specifically meet learner requirements. We pride ourselves in being able to prepare both medical and non-medical learners by providing them with the critical skills and knowledge needed to manage medical emergencies in complex environments. Iqarus is a subsidiary of the International SOS Group. Together, we are the world’s largest remote medical support and travel security company.
Key team members
Cristina Miguéns
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