Call Centre Manager

The Call Centre Manager is responsible for managing the day-to-day operations of the 108 Emergency Response Call Centre, ensuring timely response to emergency calls, efficient ambulance dispatch, quality patient communication, and compliance with project service-level agreements (SLAs).

Key Responsibilities

• Call Centre Operations
• Manage daily call centre operations and ensure 24/7 service continuity.
• Monitor emergency calls, call handling time, ambulance dispatch, and response time.
• Ensure calls are answered promptly and emergencies are handled according to established protocols.
• Coordinate with ambulance teams, dispatchers, field staff, and hospitals.
• Team Management
• Supervise Call Centre Supervisors, Emergency Response Officers, Call Takers, and Dispatchers.
• Prepare staff rosters and ensure adequate manpower for all shifts.
• Monitor employee attendance, productivity, and performance.
• Conduct regular training, coaching, and performance reviews.
• Emergency Response Coordination
• Ensure accurate collection of patient details and emergency locations.
• Monitor ambulance allocation and dispatch to emergency locations.
• Coordinate with field operations to minimize delays in ambulance deployment.
• Escalate critical incidents and operational issues to the concerned authorities.
• Performance Monitoring and Reporting
• Track KPIs such as call answering time, call abandonment rate, dispatch time, ambulance response time, and complaint resolution.
• Prepare daily, weekly, and monthly operational reports.
• Analyse performance gaps and implement corrective actions.
• Ensure compliance with contractual SLAs and project requirements.
• Quality Assurance and Compliance
• Monitor call recordings and ensure adherence to emergency call-handling protocols.
• Maintain confidentiality of patient information and emergency records.
• Ensure accurate documentation and proper maintenance of call centre data.
• Support internal audits, client reviews, and government inspections.
• Stakeholder Coordination
• Coordinate with State Operations, HR, IT, ambulance fleet teams, and hospital representatives.
• Address complaints and service-related escalations promptly.
• Participate in client meetings and submit operational updates to management.

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Leave encashment
• Provident Fund

Work Location: In person