Team Leader - Operations

Job Summary:

The 108 ERC Team Leader is responsible for supervising and coordinating the activities of emergency call agents to ensure prompt and efficient response to emergency calls. The role includes performance monitoring, training support, quality control, and coordination with field response teams (ambulances, police, fire, etc.). The Team Leader ensures that standard operating procedures (SOPs) are followed, call handling is effective, and the team meets performance KPIs.

Key Responsibilities:

• Supervise and lead a team of Emergency Response Officers (EROs) in handling 108 emergency calls.
• Monitor real-time call flow and team performance to ensure timely and effective call handling.
• Ensure adherence to SOPs and quality standards in every emergency call attended.
• Provide guidance and real-time support to agents dealing with critical or escalated situations.
• Coordinate with field response teams such as ambulance drivers, EMTs, police, and fire services to ensure effective dispatch and incident resolution.
• Prepare daily/weekly performance reports and share feedback with the team and management.
• Conduct regular team briefings and performance reviews.
• Identify training needs and assist in training and mentoring new or underperforming staff.
• Ensure availability of required resources, systems, and backups during shifts.
• Address operational issues such as absenteeism, shift scheduling, and technical escalations.
• Handle any escalations from callers or stakeholders in a professional manner.

Job Type: Full-time

Pay: ₹20,000.00 - ₹25,000.00 per month

Education:

• Master's (Required)

Experience:

• Total: 4 years (Preferred)
• Team Leader: 1 year (Required)

Work Location: In person