Job
Description
1. ERC Management Oversee the day-to-day functioning of the emergency call center. Ensure round-the-clock staffing, smooth shift transitions, and adherence to standard operating procedures (SOPs). Monitor call traffic and resource availability. Supervise emergency triaging, call routing, and escalation management. 2. Team Leadership & Development Lead, mentor, and supervise call center managers, supervisors, and agents. Conduct regular training, drills, and performance reviews. Ensure staff are well-versed in emergency protocols, communication standards, and CRM tools. 3. Performance Monitoring Track KPIs: Call answer time, dispatch time, case closure rate, feedback score, etc. Analyze call center data for continuous improvement. Generate and present daily/weekly/monthly performance reports to management. 4. Quality & Compliance Ensure adherence to healthcare communication guidelines, regulatory norms, and data privacy policies. Coordinate internal audits and take corrective actions for non-compliance. Handle escalations, grievances, and emergency service complaints. 5. Coordination & Stakeholder Management Liaise with ambulance fleet managers, hospital networks, government health departments, and emergency responders. Act as a point of contact during major events, disasters, or VIP movements. Technology & System Oversight Oversee implementation and maintenance of call center software, GIS, CRM, and IVR systems. Work with IT team to ensure uptime and resolve technical issues. Job Types: Full-time, Permanent Pay: ₹40,000.00 - ₹50,000.00 per month Benefits: Cell phone reimbursement Health insurance Paid sick time Paid time off Provident Fund Schedule: Day shift Morning shift Work Location: In person Speak with the employer +91 7400519304
