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Role Purpose:
- Lead safe, timely, customer-focused, and cost-effective delivery of assistance services from notification to case closure.
- Manage frontline performance, workforce planning, people management, escalations, quality, and service resilience.
Responsibilities:
- Lead service delivery, ensuring teams meet client SLAs, KPIs, and requirements.
- Manage and develop the team, including recruitment, training, performance, scheduling, and capacity planning.
- Oversee complex cases, coordinate care with providers, manage client relationships, and maintain quality and compliance.
Requirements:
- Relevant degree or equivalent experience, with experience leading a 24/7 operation in medical assistance, travel, health insurance, or complex claims.
- Strong people leadership, workforce planning, quality improvement, complaint handling, incident management, and change delivery skills.
- Calm, empathetic, and decisive with sound judgement in time-critical situations; strong communication, data, and financial skills.
Everbridge
Everbridge provides critical event management technology that helps enterprises and government organizations anticipate, mitigate, respond to, and recover from critical events. As a global company, they foster a culture of resilience and safety, empowering employees to protect people and operations.