Call Centre Manager

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, ₹57,628.42 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person

Expected Start Date: 01/12/2025