Job description

International SOS is the world's leading health and security services company, supporting 89% of the Fortune Global 100 and 64% of Fortune Global 500 companies.

We are in the business of saving and protecting lives, when involved in health or security situations. More than 10,000 multi-cultural health, security and logistics experts stand by to provide support and assistance from over 1,000 locations in 85 countries. We help companies prepare their workforce for travel to unfamiliar and remote locations, and provide training and guidance on travel risk management to help keep workers healthy and safe, wherever they may be.

• Are you interested in travel, healthcare or security?
• Are you passionate about helping and training others?
• Would you like to make a difference every day?

This is a fantastic opportunity for someone with great communication skills to guide, coach, and mentor new recruits. An ideal candidate would be one who is looking to work with a diverse team in a truly global organization.

We love solving problems together and are proud of the work we do. We have a social, collaborative culture that values personal development. This role is on-site at our Feasterville-Trevose, PA office location.

If this sounds like you, we would love to hear from you!

Check out this video to learn more about our Americas Assistance Center: https://vimeo.com/551606719/22e49bd467

What we're looking for:

• Bachelor’s Degree
• Either proficiency in case management, or proficiency in training and mentoring
• 2 Years customer service environment or teaching environment
• Background in teaching or adult learning theories a plus
• Certifications in facilitation and training a plus
• Fluency in Spanish and/or Portuguese a plus

Key Responsibilities

• Plan, design, organize, implement and continually evaluate Training and Mentorship Program for Trainees’ post induction-mentoring during their probationary period. Co-coordinate and facilitate all new-hire induction programs for Assistance Center Departments.
• Ensure that CSE Trainees learn and adhere to the policies, procedures and practice standards of International SOS. Also ensure that all CSE Trainees understand service standards and set the example of how to effectively meet these standards by familiarizing them with and guiding them on how to utilize the ‘Operations Procedure Manuals’.
• Coordinate the scheduling and work assignments to keep new trainees focused and on track to gradually build to the competencies required to independently manage a caseload during the probationary period. Training Consultant will also oversee the peer mentor process to ensure CSE Trainees are receiving the attention and support needed for them to be successful.
• Directly supervise new trainees during the training & peer mentor process up to the end of their probationary period. Document performance of trainee using Performance Scorecard to monitor assessment scores, quality and quantity and case management standards during mentoring. Work directly with the OM-Supervisors to closely monitor trainee progress and provide continuous mentorship and coaching as needed. This includes monitoring their progress and also assessing the skill level and CSE Trainees’ ability to work independently in their role.
• Provides progress reports to Operation’s Managers on new-hires progress and also works with them regarding transition from mentor program to Operation’s management performance monitoring. This includes a final report on skills & competencies level to ensure a smooth transition to independent CSE.
• Partner with Director of Quality, Improvement and Development to ensure all new & existing CSE’s are customer service focused ensuring that the professional advice and assistance is provided in relation to International SOS case handling and policy interpretation. This involves motivational support where required (i.e.: sensitive cases, controversial cases, maintain self-esteem, etc.).
• Manage the capability and performance of Assistance Center new-hires and their career throughout International SOS. This includes development plans and implementation of key programs to address performance issues, coaching opportunities or phased training model.
• Serve as the technical expert for the team and provide case guidance and advice to all coordinators as needed when a Supervisor or AOM/OM is not available.
• Use of critical and creative thinking strategies to find productive solutions to training or development issues and then develop & deploy educational programs to address defect and impact for improved service delivery is recognized.
• Complete 2 CSE shifts per month to maintain CSE skill and tracks (per ACS requirement & maintain skill); also attends transmission twice a month to a) observe b) identify GAP’s for training or refresher/coaching and c) maintain transmission skill. Expected after 6 months participation in ongoing trainings of assistance center staff.

Benefits

• Health insurance
• Relocation assistance
• 401(k) & matching
• Paid time off
• Dental insurance
• Vision insurance
• Life insurance
• Referral program
• Employee discount
• Flexible spending account
• Employee assistance program

COVID Vaccination Policy:

International SOS Assistance, Inc. requires its employees to be fully vaccinated against COVID-19, where allowable under the law, unless the employee is approved for a reasonable accommodation based on medical conditions or a sincerely held religious belief that prevents the employee from being vaccinated.

• If you are vaccinated, you are required to provide proof of your vaccination status within the first 30 days of your employment. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment.
• Additionally, if you are unable to be fully vaccinated due to a medical condition or sincerely held religious belief, you will be required to apply for and receive a reasonable accommodation as a condition of employment. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. If your accommodation request is granted, you will undergo weekly COVID testing, if working in one of our offices. If your request for an accommodation is not approved, then your employment will be terminated.

International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Ability to commute/relocate:

• Trevose, PA 19053: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Required)

Experience:

• Computer skills: 1 year (Preferred)

Work Location: One location

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