Operations Coordinator – OSC
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Key skills for this role
About the Role
Iqarus seeks an Operations Coordinator for its Operations Support Centre (OSC) in Dubai to manage incoming calls, coordinate security and medical support for field staff, monitor movements, and handle incident reporting.
Key Skills for This Role
Responsibilities
- Answer incoming calls, evaluate requirements, and forward to relevant executives
- Coordinate security and medical support for deployed staff via International SOS Assistance Network
- Support processing and management of insurance claims for field staff
- Monitor staff movement via tracking services including Track24, Intl. SOS, and Chubb systems
- Review security status of deployment countries and share security alerts
- Establish active tracking processes for extreme risk locations
- Provide travel logistics support including pre deployment security briefings
- Manage and coordinate project reports and returns including Monthly Board Reports and Weekly Operations Reports
- Monitor and report incidents via O 500 a Report Form process in Microsoft Forms
- Manage and coordinate operations and HSE statistics from all projects
- Annual review of Business Continuity Plans (BCP) and Medical Emergency Response Plans (MERP)
- Prepare and manage Crisis Response Team activations and be initiator of support process
Requirements
- Minimum 3 years previous experience in a call centre role
- Experience in assistance services operations centre is an advantage
- Internal Auditor accredited with LRQA
- Excellent IT skills and knowledge of services and hardware/software
- Ability to remain calm in demanding situations
- Flexibility to work 24/7 on call as required
Full Job Posting
Company Overview
- Iqarus has a proud history, extending over 40 years, of delivering fully integrated healthcare solutions in complex and demanding operating environments. We operate across the medical spectrum from primary care and occupational health, to advanced pre hospital trauma care, through to full scale labo
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.
Additional Responsibilities
- 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
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.
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