Call Centre Manager

Gvk Emergency Management And Research Institute Gvk Emri

9 - 14 years

9 - 14 Lacs

Bhopal Madhya Pradesh India

Posted:8 hours ago| Platform: Foundit logo

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Skills Required

Quality Control shift operations Supervison Scheduling Collaboration

Work Mode

On-site

Job Type

Full Time

Job Description

Call Centre Manager

Role & Responsibilities:

Manage all operations
of the State Command Center (SCC), including call taking, quality control, and shift management.
Ensure adherence to SLAs
by monitoring real-time performance and implementing corrective actions.
Supervise call takers
and ensure continuous improvement in service delivery through quality audits.
Oversee administrative tasks
related to the Dial 112 Call Center.
Coordinate with MP Police
and PMC to provide timely data, reports, and operational updates.
Ensure availability of trained staff
across shifts and manage scheduling efficiently.
Analyze call center trends
and recommend improvements in SOPs and technology usage.
Conduct training
and skill development programs for operational teams.
Provide performance feedback
and initiate process corrections where required.
Maintain compliance
with emergency service protocols and data security standards.
Collaborate with technical teams
for seamless operations and system uptime.

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