ERC / Call Centre Head

3 days ago

Pune, Maharashtra, India Sumeet Ssg Full time

Qualifications

  • MBBS / MD / MS degree (mandatory).
  • Minimum 10-12 years of experience in call centre operations.
  • At least 5 years in a leadership or managerial role.
  • Proven track record in managing large-scale, 24/7 Emergency Call Centre or Response Operations.

Key Responsibilities

  • Operations Management: Oversee day-to-day ERC operations, ensuring efficiency and SLA adherence.
  • Protocol Development: Design and implement emergency call handling and dispatch service protocols.
  • Team Coordination: Collaborate with ERC Doctors, Team Leads, and IT staff to streamline workflows.
  • Performance Oversight: Conduct evaluations, provide training, and enhance team efficiency.
  • Staffing & Scheduling: Ensure adequate staffing levels and manage 24/7 shift rotations.
  • KPI Monitoring: Track call handling, response times, and resource utilization.
  • Reporting: Prepare and present performance reports to senior management.
  • Quality Assurance: Monitor calls, review reports, and address complaints to maintain service quality.
  • Training & Audits: Partner with Quality & Training teams for regular sessions and audits.
  • Stakeholder Coordination: Liaise with external stakeholders, medical teams, and government agencies during critical incidents.
  • Contingency Planning: Develop and execute emergency response contingency plans.
  • Budget Management: Oversee ERC budgets, ensuring cost efficiency.
  • Compliance: Ensure adherence to legal, regulatory, and contractual obligations.
  • Record Keeping: Maintain operational records, performance metrics, and incident logs for audits.

Key Skills

  • Strong leadership and operational management abilities.
  • Proficiency in call centre technologies and emergency response protocols.
  • Excellent communication, crisis management, and decision-making skills.

Key Result Areas (KRAs) ERC / Call Centre Head

  1. Operational Efficiency & SLA Adherence

  2. Ensure 24/7 ERC operations run smoothly with minimal downtime.

  3. Achieve and maintain SLA compliance for call response and resolution times.

  4. Optimize workflows to reduce average handling time (AHT).

  5. Emergency Response Protocols

  6. Develop, implement, and regularly update emergency call handling protocols.

  7. Ensure 100% compliance with medical and regulatory standards.

  8. Conduct periodic drills and audits to validate readiness.

  9. Team Leadership & Development

  10. Maintain adequate staffing levels and effective shift rotations.

  11. Conduct quarterly performance reviews and training sessions.

  12. Achieve targeted employee satisfaction and retention rates.

  13. Quality Assurance & Customer Experience

  14. Monitor call quality and ensure adherence to service standards.

  15. Reduce complaint ratio by X% year-on-year.

  16. Achieve target customer satisfaction (CSAT) and Net Promoter Score (NPS).

  17. Performance Monitoring & Reporting

  18. Track KPIs: call volume, response time, resolution rate, resource utilization.

  19. Submit accurate monthly/quarterly performance reports to senior management.

  20. Implement corrective actions based on KPI trends.

  21. Stakeholder & Incident Management

  22. Coordinate effectively with doctors, IT staff, government agencies, and external partners.

  23. Lead ERC response during critical incidents with documented outcomes.

  24. Ensure timely communication and escalation protocols are followed.

  25. Financial & Resource Management

  26. Manage ERC budgets within approved limits.

  27. Achieve cost efficiency targets without compromising service quality.

  28. Optimize resource allocation across shifts and departments.

  29. Compliance & Risk Management

  30. Ensure 100% compliance with legal, regulatory, and contractual obligations.

  31. Maintain accurate records for audits and inspections.
  32. Develop and execute contingency plans for emergencies.

  • Centre Head

    3 days ago

    Pune, Maharashtra, India LCF (Lighthouse Communities Foundation) Full time

    The Center Head will be responsible for the implementation of the Lighthouse Program at the respective location.The ideal candidate who is passionate and motivated to work with the underprivileged youth, with strategic vision, technical and decision making skills, clear communication and team management skills, stakeholder engagement and analytical skills...

  • Assistant Centre Head

    3 days ago

    Pune, Maharashtra, India Wunderbar Kids Full time

    Join our centre as our Assistant Centre Head as we are looking for an organized leader to manage daily operations, administration, and drive centre growthRole & responsibilitiesDaycare Operations & Team LeadershipLead Staff: Manage and mentor the Daycare Teacher Coordinator and all Non-Teaching Staff.Manage Programs: Oversee all Daycare programs and...

  • Delivery Head-Centre of Excellence

    2 weeks ago

    Pune, Maharashtra, India MSKA & Associates Full time

    About Firm Established in 1978, M S K A & Associates is an Indian partnership firm registered with the Institute of Chartered Accountants of India (ICAI) and the PCAOB (US Public Company Accountancy Oversight Board). A member firm of BDO International that offers a range of Assurance services, led by 80+ Partner & Directors and 1900+ staff across 11 cities -...

  • Sales Call centre Executive

    2 weeks ago

    Pune, Maharashtra, India Podium systems Pvt. Ltd Full time ₹ 3,71,000 - ₹ 5,50,000 per year

    Key Responsibilities:Make outbound calls to convert hostel booking leads.Explain property details, pricing, and facilities to parents and students.Handle objections confidently and ensure smooth follow-ups.Update and manage all leads and follow-ups in CRM accurately.Coordinate with the property and accounts team for visit scheduling and payments.Required...

  • Call Center Head

    1 day ago

    Pune, Maharashtra, India RupeeDot Full time

    Company DescriptionRupeeDot is transforming the lending industry in India through cutting-edge, AI-powered fintech solutions, making car and personal loans more accessible and efficient. As a leading loan aggregator, RupeeDot instantly connects borrowers with optimal loan options from top banks and NBFCs. By employing intelligent algorithms and advanced...

  • India Head – Development Centre

    2 weeks ago

    Pune, Maharashtra, India NeoSource Recruitment Services Full time ₹ 20,00,000 - ₹ 50,00,000 per year

    Job Title:India Head – Development CentreLocation:Pune, India (On-site)Experience:12–20 yearsEmployment Type:Full-timeAbout the CompanyWe are a fast-growing, innovation-driven technology company buildingAI-powered cybersecurity and automation platformsfor global enterprises.Our mission is to make enterprise-grade cybersecurityautonomous, intelligent, and...

  • Deputy Hospital Head

    2 weeks ago

    Pune, Maharashtra, India Chellaram Hospital Full time

    We are looking for a Skilled and Compassionate Female Medical Doctor to join as Deputy Head (CWHC) and provide both Clinical and Administrative Leadership for the Centre.Key ResponsibilitiesOversee clinical and administrative operations of the Womens Health Centre.Ensure high-quality, patient-centric care with multi-specialty collaboration.Lead and mentor...

  • Manager/ Assistant Manager-Centre of Excellence

    1 week ago

    Pune, Maharashtra, India MSKA & Associates Full time

    About Firm:Established in 1978, M S K A & Associates is an Indian partnership firm registered with the Institute of Chartered Accountants of India (ICAI) and the PCAOB (US Public Company Accountancy Oversight Board). A member firm of BDO International that offers a range of Assurance services, led by 80+ Partner & Directors and 1900+ staff across 11 cities -...

  • Slimming Head

    5 days ago

    Pune, Maharashtra, India VLCC Full time

    Dear Candidates,We are seeking a visionary experienced Sliming Head for our VLCC Clinic. To provide a wide range of exceptional beauty services to clients, enhancing their appearance and well-being while adhering to VLCC's standards and creating superior customer satisfaction.Profile - Slimming HeadLocation - Pan IndiaExperience - Minimum of 4-5 years of...

  • Receptionist cum relationship manager

    5 days ago

    Pune, Maharashtra, India Jagruti Rehabilitation centre Full time

    Job Summary:We are seeking a friendly and professional Reception cum Customer Relation Manager to handle front desk operations, customer inquiries, and build strong relationships with our clients and their families. The successful candidate will be the first point of contact for visitors and will play a key role in creating a positive impression of our rehab...