SSOC Supervisor / Operations Supervisor

Lead and manage the 24/7 Support Services Operations Center (SSOC), ensuring effective coordination of emergency and non-emergency incidents, compliance with SLAs, escalation management, reporting, and operational continuity within the hospital environment.

Key Responsibilities

• Supervise all SSOC daily operations across shifts.
• Ensure all emergency and non-emergency calls are handled within SLA timelines.
• Monitor incident triaging, dispatching, escalation, and closure activities.
• Coordinate with internal departments and external authorities such as:
  • MOI
  • Civil Defense
  • Ambulance Services
  • Police
  • Fire Department
  • NCC
• Oversee emergency code activations:
  • Code Blue
  • Code Red
  • Code Black
  • Code Silver
  • Code Green, etc.
• Ensure accurate incident logging and reporting.
• Manage manpower allocation and shift coverage.
• Conduct quality assurance and compliance monitoring.
• Ensure adherence to SOPs, HSE, confidentiality, and regulatory standards.
• Prepare daily, weekly, and monthly operational reports.
• Handle escalations and operational risks.
• Train and coach operators.

Qualifications

• Bachelor’s degree preferred.
• Certification/training in Emergency Management or Command Center Operations.
• Minimum 5 years experience in hospital operations, emergency dispatch, command center, or healthcare helpdesk management.
• Experience in JCI/MOPH healthcare environments preferred.

Technical Skills

• CAFM Systems
• Surveillance Control Systems (SCS)
• Vocera
• Fire Alarm Systems
• Incident Management Systems
• Reporting dashboards