Communications Center Operations Manager

The Communications Center Operations Manager leads the overall performance, safety, and success of the Communications Center. This position provides operational leadership for personnel, staffing, payroll, technology platforms, quality assurance initiatives, performance metrics, and regulatory compliance. The Operations Manager coaches supervisors and team members, analyzes operational performance, and participates in the Manager-on-Call rotation while upholding CareFlite's mission, values, confidentiality standards, and commitment to exceptional customer service.

Key Responsibilities

• Lead the daily operations of the Communications Center to ensure safe, efficient, and professional service delivery.
• Supervise Communications Shift Supervisors, Online Systems Supervisors, and Administrative personnel.
• Monitor staffing levels and coordinate schedules to ensure adequate coverage and compliance with operational requirements.
• Prepare and manage employee work schedules in response to service demands.
• Process and oversee biweekly payroll activities.
• Analyze monthly Key Performance Indicators (KPIs), External Air Reports, and operational data to identify trends and improvement opportunities.
• Develop and implement operational improvements that enhance efficiency, service quality, and cost-effectiveness.
• Conduct employee performance evaluations and provide coaching, mentoring, and professional development support.
• Participate in and lead departmental meetings, projects, and operational initiatives as assigned by the Communications Director.
• Assist in maintaining ACE Accreditation standards, including quality assurance activities and random call reviews.
• Partner with the Communications QA/Training Manager and CTO Training Team to develop continuing education programs and EMD training curriculum.
• Support onboarding, deployment, and ongoing training initiatives for Communications personnel.
• Respond to operational incidents, conduct debriefings, and assist with corrective action planning when necessary.
• Maintain Communications Center policies, procedures, and Standard Operating Procedures (SOPs).
• Manage vendor relationships and serve as the primary liaison for technical communication services and equipment support.
• Collaborate with Information Technology teams to manage communication-related devices and systems.
• Utilize and troubleshoot Harris Radio Systems, UAS, BEON, CAD systems, phone systems, and related communication technologies.
• Ensure strict confidentiality of patient, employee, operational, and proprietary information.
• Provide ongoing leadership, support, and guidance to all Communications Center personnel.
• Participate in the Manager-on-Call rotation and assist with staffing needs as operational requirements dictate.

Work Schedule & Environment

Schedule

• Salaried exempt position.
• Hours may vary based on operational needs, meetings, projects, and staffing requirements.
• Must be able to report on time for scheduled shifts and meetings.
• Periodic evening, weekend, and after-hours responsibilities may be required.

On-Call Responsibilities

• Participate in the weekly Manager-on-Call rotation approximately once per month.
• May be required to assist with open shifts based on minimum staffing requirements.

Work Environment

• Work is performed primarily within a fast-paced, fully staffed communications center and office environment.
• Position requires the ability to function effectively in high-pressure situations involving emergency communications and public safety operations.
• May be exposed to varying noise levels, temperatures, and operational conditions.

What We're Looking For

The ideal candidate is a proven leader who combines strong operational expertise with outstanding communication and problem-solving abilities. They are passionate about supporting employees, improving performance, and maintaining excellence in emergency communications operations.

Successful candidates will demonstrate:

• Exceptional leadership and team development skills.
• Strong analytical and decision-making abilities.
• Effective conflict resolution and employee coaching experience.
• Excellent organizational and time-management skills.
• High levels of professionalism, integrity, and accountability.
• The ability to remain calm and effective during critical incidents and high-stress situations.
• A commitment to continuous improvement, service excellence, and operational efficiency.

Why Join CareFlite?

At CareFlite, you'll have the opportunity to lead a highly skilled communications team that directly impacts patient care, emergency response, and public safety across the region. We offer a mission-focused culture, professional development opportunities, and the chance to make a meaningful difference every day.

Required Qualifications

• Must be cleared and proficient in all CareFlite Communications positions, including:
  • Call Take
  • Central Dispatch
  • 911 Dispatch
  • Flight Dispatch
  • Shift Supervisor
• High school diploma or equivalent required.
• Must be 18 years of age or older.
• Must maintain current or obtain the following certifications within 90 days of hire:
  • Emergency Medical Dispatcher (EMD)
  • Basic Life Support (BLS)
  • Communications Flight Coordinator (CFC)
  • ED-Q Certification
• Strong proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, Teams, and Outlook.
• Working knowledge of:
  • Logis IDS CAD System
  • Priority Dispatch/ProQA
  • Vesta 911 Phone Systems
  • Harris and Outerlink Radio Systems
  • RapidSOS
  • Deploy ANI/ALI
  • Aviation Mapping Systems
• Strong verbal communication, interpersonal, and active listening skills.
• Strong command of English language usage, spelling, and grammar.
• Ability to clearly communicate via telephone and radio systems.
• Ability to multitask effectively in a fast-paced, high-pressure environment.
• Must pass:
  • CritiCall examination with a minimum score of 80% and typing speed of at least 30 WPM
  • CareFlite background screening
  • Pre-employment and DOT/FAA drug screening
  • Required certification verification

Preferred Qualifications

• Associate degree or higher in Healthcare Administration, Business Administration, Public Administration, or a related field.
• EMT-Basic, EMT-Paramedic, Licensed Paramedic, or other healthcare provider certification.

Additional Information

CareFlite is an equal opportunity employer committed to diversity, equity, and inclusion in the workplace.

All information provided will be kept confidential in accordance with EEO guidelines. The statements contained in this position reflect the general duties considered necessary to describe the principal functions of the job as identified and should not be considered a detailed description of all the work requirements that may be inherent in the position.