Emergency Response Manager
hace 6 días
EF Education First is seeking a highly skilled and experienced Emergency Response Manager to join our team in Panama City, Panama.
About the Role:The Emergency Response Manager will be responsible for managing our crisis management and emergency response function within Educational Tours. This includes working closely with the planning, implementation, and training of our emergency response teams.
Key Responsibilities:- Manage customer communication and make decisions independently in serious incidents, including medical issues, law enforcement situations, and large-scale emergencies.
- Train seasonal staff members to provide great support to our travelers, both in regular and urgent cases.
- Collaborate with teams to create supportive materials, develop policies, and improve systems for a better traveler experience.
- Work with team managers in the US and Europe to handle team functions in Panama, such as hiring, payroll, and providing regular feedback and professional development.
- Participate in the after-hours/weekend staffing rotation to manage urgent cases and resolve standard customer service issues.
- 2+ years in team management; 3+ years in emergency response or escalated customer service.
- Fluent in English and Spanish, both written and spoken.
- Proven ability to manage a project from start to finish and handle sensitive customer communications.
- Cultural sensitivity and ability to navigate and de-escalate sensitive situations specific to USA and Canadian customers.
At EF Education First, we believe that the world is better when people try to understand one another. We offer a dynamic and multicultural work environment, with opportunities for growth and development. Our Panama office is located in Costa del Este, offering a variety of benefits, including a hybrid model, health and life insurance, and a fitness center accessible only for EF staff.
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