ERC / Call Centre Head

3 days ago

Pune, Maharashtra, India Sumeet Ssg Full time ₹ 1,04,000 - ₹ 1,30,878 per year

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.

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