Job Description

Position Overview

The Manager for the 108 Emergency Response Centre (ERC) is responsible for overseeing end-to-end operations, ensuring efficient emergency response delivery, team coordination, performance monitoring, and compliance with government guidelines. The role involves operational leadership, stakeholder management, service-level adherence, and continuous improvement of emergency response services.

Key Roles & Responsibilities

1. Operations Management

Oversee day-to-day functioning of the 108 Emergency Response Centre, including call centre operations and field ambulance coordination. Ensure timely dispatch of ambulances and adherence to emergency response protocols. Maintain service levels (SLAs) such as call response time, dispatch time, and ambulance turnaround time. Implement operational SOPs across all shifts and monitor compliance.

2. Team Leadership & Workforce Management

Lead the ERC operational team including Shift In-charges, Call Centre Supervisors, Emergency Response Officers (EROs), and support staff. Ensure adequate staffing levels through proper shift planning and rostering. Conduct performance reviews, provide training needs, and support capacity building of staff.

3. Stakeholder Coordination

Coordinate with government health departments, district administration, and partner agencies. Represent the organisation in review meetings, audits, and inspections. Address escalations from government stakeholders and ensure timely resolutions.

4. Quality Assurance & Compliance

Monitor call quality, dispatch accuracy, and field performance to ensure service excellence. Ensure strict compliance with government project norms, reporting formats, and contract obligations. Lead internal audits and support external audits related to operations and documentation.

5. Data Analysis & Reporting

Analyse operational data to track KPIs such as call volumes, response times, ambulance utilisation, incident trends, etc. Prepare daily/weekly/monthly MIS reports for senior management and government bodies. Use insights from data to improve processes and operational efficiency.

6. Technology & System Management

Oversee functioning of ERC technology platforms - call handling systems, mapping & GPS tools, dispatch software, etc. Coordinate with IT teams to resolve system issues and ensure uptime. Support implementation of new digital tools or system upgrades.

7. Budgeting & Resource Planning

Manage operational budgets, reduce unnecessary costs, and optimise resource allocation. Monitor fuel consumption, vehicle utilisation, consumables, and equipment materials.

8. Risk & Incident Management

Ensure preparedness for high-volume emergency periods (festivals, disasters, accidents, natural calamities). Handle major incidents, escalations, and ensure timely reporting to authorities. Develop and implement safety and response improvement plans.

Qualifications & Experience

Bachelor's Degree; BE/BTECH,MCA is preferred. 10+ years of experience in emergency response operations, healthcare projects, call centre management, or public health projects. Experience in managing government-funded projects (especially 108/104/102 or similar services) is an added advantage.

Skills Required

Strong leadership and team management skills. Excellent communication and coordination abilities. Data-driven decision-making and analytical mindset. Good knowledge of emergency response protocols and healthcare systems. Proficiency in MIS, MS Office, and emergency management software. Ability to work under pressure and manage 24/7 operational environments.
Job Type: Full-time

Pay: ₹24,956.48 - ₹57,628.42 per month

Benefits:

Health insurance Provident Fund
Work Location: In person

Expected Start Date: 01/12/2025