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