SSOC Supervisor / Operations Supervisor

Job Description

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