Global Operations Coordinator

About the role

Crisis24 is a global provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions, and global medical concierge services. We support prominent organizations, disruptive brands, and influential individuals in navigating the complexities of global travel and operations.

What We Are Looking For

We are seeking a Global Operations Coordinator (GOC) to join our dynamic team. The GOC will handle all inbound and outbound calls and emails, acting as the first point of contact for our clients, customers, and stakeholders. This role requires exceptional communication skills, the ability to work under pressure, and a strong commitment to delivering professional and empathetic service.

Location

Annapolis, MD | Hybrid (both in-office and remote work)

What You Will Work On

• Managing all contact into the Crisis24 Global Operations Centre professionally and in line with company protocols and procedures.
• Key responsibilities include (but not limited to): Inbound and outbound call handling and triage, email handling, case management, customer, client, and stakeholder liaison.
• Adhering to telephone, email, and case handling Service Level Agreements.
• Opening all new cases in the Crisis24 case management system ensuring the calls are handled appropriately, adhering to client SOPs and first call protocols and integrity of data captured.
• Semantically triaging calls and interfacing with other teams including Medical Operations Specialists, Security Operations Specialists, Claims, and internal and external stakeholders.
• Maintaining open and effective communication with clients, customers, and colleagues.
• Supporting efficiencies by closing all suitable Global Operations Coordinator cases on the day.
• Supporting case management and closure on the Medical Specialist team’s agenda.

What You Will Bring

• Professional communication skills- verbal, written, and interpersonal.
• Enjoying engaging with people, taking inbound calls, making outbound calls, and being empathetic.
• Able to work well under pressure in a fast-paced environment and multi-task.
• Effective time management and ability to prioritize workload.
• A solid understanding of Crisis24 suite of service offerings and how we deliver them, or the ability to acquire this understanding.
• Previous experience working in Medical and Security Assistance, Insurance, contact center, or customer service is preferred.
• Fluency in another European/Asian language an asset but not essential.

Working Pattern

This role requires working staggered shifts on a rotating monthly schedule. Training Schedule Training lasts 7 weeks. Hours: 7:00 AM – 4:00 PM EST. Training requires a hybrid schedule (both in-office and remote work).

Shift Schedules (Post-Training)

• Fall/Winter Operating Hours: 7:00 AM – 7:00 PM, 7:00 AM – 4:00 PM, 9:00 AM – 6:00 PM, 10:00 AM – 7:00 PM
• Spring/Winter Operating Hours: 7:00 AM – 8:00 PM, 7:00 AM – 4:00 PM, 9:00 AM – 6:00 PM, 11:00 AM – 8:00 PM

Hourly Rate

Ranging: $25.00 - $27.00 - Overtime eligible.

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Career Opportunities

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.