ERC / Call Centre Head

Qualifications

• MBBS / MD / MS degree (mandatory).
• Minimum

  10-12 years of experience

  in call centre operations.
• At least

  5 years in a leadership or managerial role

  .
• Proven track record in managing

  large-scale, 24/7 Emergency Call Centre or Response Operations

  .

Key Responsibilities

• Operations Management

  : Oversee day-to-day ERC operations, ensuring efficiency and SLA adherence.

• Protocol Development

  : Design and implement emergency call handling and dispatch service protocols.

• Team Coordination

  : Collaborate with ERC Doctors, Team Leads, and IT staff to streamline workflows.

• Performance Oversight

  : Conduct evaluations, provide training, and enhance team efficiency.

• Staffing & Scheduling

  : Ensure adequate staffing levels and manage 24/7 shift rotations.

• KPI Monitoring

  : Track call handling, response times, and resource utilization.

• Reporting

  : Prepare and present performance reports to senior management.

• Quality Assurance

  : Monitor calls, review reports, and address complaints to maintain service quality.

• Training & Audits

  : Partner with Quality & Training teams for regular sessions and audits.

• Stakeholder Coordination

  : Liaise with external stakeholders, medical teams, and government agencies during critical incidents.

• Contingency Planning

  : Develop and execute emergency response contingency plans.

• Budget Management

  : Oversee ERC budgets, ensuring cost efficiency.

• Compliance

  : Ensure adherence to legal, regulatory, and contractual obligations.

• Record Keeping

  : Maintain operational records, performance metrics, and incident logs for audits.

Key Skills

• Strong leadership and operational management abilities.
• Proficiency in call centre technologies and emergency response protocols.
• Excellent communication, crisis management, and decision-making skills.

Key Result Areas (KRAs) ERC / Call Centre Head

1. Operational Efficiency & SLA Adherence

• Ensure 24/7 ERC operations run smoothly with minimal downtime.
• Achieve and maintain SLA compliance for call response and resolution times.
• Optimize workflows to reduce average handling time (AHT).

1. Emergency Response Protocols

• Develop, implement, and regularly update emergency call handling protocols.
• Ensure 100% compliance with medical and regulatory standards.
• Conduct periodic drills and audits to validate readiness.

1. Team Leadership & Development

• Maintain adequate staffing levels and effective shift rotations.
• Conduct quarterly performance reviews and training sessions.
• Achieve targeted employee satisfaction and retention rates.

1. Quality Assurance & Customer Experience

• Monitor call quality and ensure adherence to service standards.
• Reduce complaint ratio by X% year-on-year.
• Achieve target customer satisfaction (CSAT) and Net Promoter Score (NPS).

1. Performance Monitoring & Reporting

• Track KPIs: call volume, response time, resolution rate, resource utilization.
• Submit accurate monthly/quarterly performance reports to senior management.
• Implement corrective actions based on KPI trends.

1. Stakeholder & Incident Management

• Coordinate effectively with doctors, IT staff, government agencies, and external partners.
• Lead ERC response during critical incidents with documented outcomes.
• Ensure timely communication and escalation protocols are followed.

1. Financial & Resource Management

• Manage ERC budgets within approved limits.
• Achieve cost efficiency targets without compromising service quality.
• Optimize resource allocation across shifts and departments.

1. Compliance & Risk Management

• Ensure 100% compliance with legal, regulatory, and contractual obligations.
• Maintain accurate records for audits and inspections.
• Develop and execute contingency plans for emergencies.