Call Center Executive

Role & responsibilities

The Call Centre Executive will be responsible for handling calls from clients and customers, ensuring accurate information flow, timely issue resolution, and smooth coordination of the ambulance dispatch process. The role requires excellent communication skills, attention to detail, and the ability to work efficiently in a fast-paced emergency response environment.

Preferred candidate profile

Call Handling & Customer Support

• Handle inbound and outbound calls from

  clients, customers, and stakeholders

  in a professional manner.
• Provide accurate information related to services, processes, and support requirements.
• Log all interactions and call details in the system with 100% accuracy.
• Manage customer/client complaints and queries; escalate unresolved cases to the supervisor as needed.

Ambulance Dispatch Coordination

• Receive emergency and non-emergency requests and ensure

  timely and accurate ambulance dispatch

  .
• Coordinate with EMTs, drivers, and field teams to ensure prompt response.
• Track ambulance movement and maintain real-time updates in the system.
• Ensure compliance with dispatch SOPs, response time standards, and safety protocols.
• Communicate effectively with clients, relatives, and field staff during critical cases.

Operational Compliance & Reporting

• Follow call scripts, SOPs, and quality guidelines to ensure consistency and accuracy.
• Maintain customer/client confidentiality and uphold company policies.
• Achieve operational KPIs including AHT, quality score, attendance, and productivity.
• Participate in refresher trainings, audits, and team meetings.

3. Required Skills & Competencies

• Strong verbal communication in English and Hindi.
• Ability to handle high-pressure situations, especially during emergency calls.
• Good listening, problem-solving, and decision-making abilities.
• Typing proficiency and experience with CRM/call centre software.
• Ability to work in rotational shifts, weekends, and holidays.

4. Educational Qualifications

• Minimum: Graduate (any discipline)

5. Experience

• 2-5 years of experience in a call centre, customer support, or emergency response setup.
• Experience in healthcare or ambulance dispatch operations is an added advantage.
• Freshers with strong communication skills may apply