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ERC / Call Centre Head
4 weeks ago
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.
