Manager - Transport- Healthcare Logistics

Apollo Hospitals; Chennai; On-site; INR 2,000,000 - 3,500,000; Full time

Job summary

Apollo Hospitals Chennai seeks a Manager/Head for the 1066 EMS Emergency Response Centre to lead day-to-day call centre operations with a focus on SLA adherence, empathy, and efficiency. You will oversee ERP/CRM rollout for call centre processes and use advanced analytics to monitor agent performance, service levels, and CSAT in real time.

The role requires hands-on experience with ERP/CRM systems, dashboard-driven KPI tracking, and strategic forecasting for staffing.

Qualifications

• 12+ years in call centre/BPO/emergency response ops, with 4+ years in leadership.
• Hands-on ERP/CRM implementation experience for call centres.
• Strong data analytics, dashboard creation and KPI tracking skills.

Responsibilities

• Lead daily EMS call centre operations ensuring SLA compliance and high answer benchmarks.
• Utilize ERP/CRM systems to track calls, generate real-time reports and ensure transparency.
• Monitor KPIs of agents through dashboards aligning with productivity and quality standards.
• Forecast staffing and workload with analytics-driven rostering.
• Drive improvements in call quality, CSAT scores and response times using data insights.
• Mentor and motivate the call centre team with performance feedback.
• Provide management with analytical reports on trends, SLA adherence and improvements.

Skills

Leadership, Team Development & Coachı

Data Analytics & KPI Tracking

ERP/CRM Analytics & Dashboards

SLA & Operational Excellence

Education

MBA / Hospital Administration / Healthcare Management

Tools

ERP/CRM

Job description

Role & responsibilities

The Manager / Head of the 1066 EMS Emergency Response Centre (Call Centre Operations) will be responsible for leading and managing the day-to-day operations of the EMS call centre, ensuring seamless handling of emergency calls with efficiency, empathy, and strict adherence to service benchmarks.

This role requires strong expertise in ERP/CRM application rollout for call centre operations, along with advanced data analytics skills to monitor agent performance, service levels, and customer satisfaction in real time.

Key Responsibilities:

1. Lead the daily operations of the EMS call centre, ensuring SLA compliance, high answer-level benchmarks, and zero escalations.
2. Utilize ERP/CRM systems to track calls, generate real-time reports, and ensure operational transparency.
3. Monitor and analyze KPIs of agents through dashboards, ensuring alignment with productivity and quality standards.
4. Implement analytics-driven forecasting for rosters, staffing, and workload management.
5. Drive improvements in call quality, CSAT scores, and response times using data insights.
6. Mentor and motivate the call centre team through continuous performance feedback and skill-building initiatives.
7. Provide management with analytical reports on trends, SLA adherence, and operational improvements.

Qualifications & Experience:

• Graduate in any discipline (MBA / Hospital Administration / Healthcare Management preferred).
• 12+ years of experience in call centre/BPO/emergency response operations, with at least 4 years in a leadership role.
• Hands-on experience in ERP/CRM application implementation for call centre operations.
• Strong expertise in data analytics, dashboard creation, and KPI tracking for performance management.

Key Competencies:

• ERP/CRM Rollout & Digital Process Management
• Data Analytics for Agent Productivity & SLA Adherence
• Leadership, Team Development & Coaching
• KPI-Driven Operational Excellence
• Passion for Public Service and Emergency Response - draft a key skills