Shift Supervisor (Call Centre) - Bihar 102 Ambulance Service

zenplus; Patna; Presencial; INR 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Life insurance

Provident Fund

Descripción de la vacante

zenplus in Patna, Bihar seeks a Dispatch Supervisor to lead a 24/7 ambulance dispatch team in a high-pressure environment, with rotational shifts and weekend/holiday duties. You will supervise call handlers, monitor real-time call volumes and response times, guide staff through complex multi-casualty incidents, and participate in incident reviews to improve service quality.

The role includes staff scheduling, performance coaching, training, and disciplinary reporting, with benefits such as

Formación

• Experience managing 24/7 dispatch or call center teams.
• Ability to monitor KPI targets and adjust staffing.
• Familiarity with emergency call protocols and incident review.
• Strong leadership and staff development skills.

Responsabilidades

• Shift Supervision: Direct and monitor call handlers and dispatchers to ensure fast, accurate processing of emergency calls.
• Real-Time Monitoring: Track call volume, response times, and system pressures, adjusting staff or recommending action plans to meet KPI targets.
• Complex Call Support: Assist staff with difficult or multi-casualty incidents, guiding them on proper dispatch protocols and priority levels.
• Quality Assurance & Incident Review: Investigate adverse events, handle patient complaints, and participate in root cause analysis to improve service delivery.
• Staff Management: Handle shift scheduling, break management, performance coaching, training, and disciplinary reporting.

Conocimientos

Leadership

Shift supervision

Real-time monitoring

Staff coaching

Descripción del empleo

Role Overview

• Work Environment: 24/7 high-pressure dispatch and call center environment requiring rotational shifts, weekends, and holidays.
• Ambulace Service for Bihar 102

Key Responsibilities

• Shift Supervision: Direct and monitor call handlers and dispatchers to ensure fast, accurate processing of emergency calls.
• Real-Time Monitoring: Track call volume, response times, and system pressures, adjusting staff or recommending action plans to meet Key Performance Indicator (KPI) targets.
• Complex Call Support: Assist staff with difficult or multi-casualty incidents, guiding them on proper dispatch protocols and priority levels.
• Quality Assurance & Incident Review: Investigate adverse events, handle patient complaints, and participate in root cause analysis to improve service delivery.
• Staff Management: Handle shift scheduling, break management, performance coaching, training, and disciplinary reporting.

Benefits:

• Health insurance
• Life insurance
• Provident Fund