Call Centre Manager

Bavya Health Services Pvt Ltd; Andhra Pradesh; On-site; INR 223,000 - 391,000; Full time

Benefits offered by this job

Flexible schedule

Health insurance

Leave encashment

Provident Fund

Job summary

Bavya Health Services Pvt Ltd is seeking a Call Centre Manager to oversee the 108 Emergency Response Call Centre in India. You will ensure timely response to emergency calls, efficient ambulance dispatch, and high-quality patient communication, while maintaining SLAs and compliance.

The role requires supervising multiple teams, managing rosters, and coordinating with hospitals and field staff to minimize delays and improve KPI performance.

Responsibilities

• Manage daily call centre operations and ensure 24/7 service continuity.
• Monitor emergency calls, call handling time, ambulance dispatch, and response time.
• Coordinate with ambulance teams, dispatchers, field staff, and hospitals.
• Supervise Call Centre Supervisors, Emergency Response Officers, Call Takers, and Dispatchers.
• Prepare staff rosters and ensure adequate manpower for all shifts.
• Monitor attendance, productivity, and performance; conduct coaching and reviews.
• Ensure accurate collection of patient details and emergency locations; monitor dispatch to sites.

Job description

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 encashmentProvident Fund

Work Location:

In person