10.0 - 12.0 years

10 - 20 Lacs

pune

Work from Office

Experience Minimum 1012 years of experience in call centre operations with least 5 years in a leadership or managerial role. Proven track record in managing large-scale, 24/7 Emergency Call Center or Response Operations. Key Responsibilities o Oversee day-to-day operations of the ERC, ensuring efficiency and SLA adherence. o Develop and implement protocols for emergency call handling and dispatch services. o Coordinate with ERC Doctors, Team Leads, and IT staff to streamline workflows. o Conduct performance evaluations and provide training to enhance team efficiency. o Ensure adequate staffing levels and shift rotations for 24/7 operations. o Monitor key performance indicators (KPIs) for call handling, response times, and resource utilization. o Prepare and present performance reports to senior management. o Ensure service quality by monitoring calls, reviewing reports, and addressing complaints. o Work with the Quality & Training team to conduct regular training sessions and audits. o Coordinate with external stakeholders, medical teams and government agencies, during critical incidents. o Develop and execute contingency plans for ERC operations. o Manage ERC budgets, ensuring cost efficiency in operations. o Ensure compliance with legal, regulatory, and contractual obligations. o Maintain all records of operations, performance metrics, and incidents for audits & reporting. Prepared by- Pradeep Reddy, Project Manager, Sumeet SSG, India. Key Skills o Strong leadership and operational management skills. o Proficiency in call centre technologies and emergency response protocols. o Excellent communication, crisis management, and decision-making ability.

Posted 1 week ago

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