Team Leader

GVK Emergency Management and Research Institute (GVK EMRI); Khordha; On-site; INR 450,000 - 650,000; Full time

Job summary

GVK Emergency Management and Research Institute (GVK EMRI) seeks a Team Leader to supervise and manage day-to-day operations of the 108 Emergency Helpline Call Center. You will monitor performance, support EMS/Call Takers in critical situations, and ensure adherence to emergency protocols and standards.

You will lead shift-based teams, ensure prompt call handling, and drive quality with KPIs, audits and reporting.

Qualifications

• Experience leading call center teams and coordinating shift schedules.
• Strong knowledge of call center KPIs, quality metrics and reporting.
• Excellent communication and interpersonal skills with empathy for callers.

Responsibilities

• Supervise Call Takers during shifts and manage manpower deployment.
• Ensure emergency calls are handled per prescribed protocols and escalate as needed.
• Monitor performance against KPIs and provide coaching.
• Maintain daily MIS and reports with key metrics.
• Coordinate with emergency response teams and stakeholders.

Skills

Team management

Leadership

Communication skills

Conflict management

Monitoring & analytics

MS Office / Excel

Reporting tools

Multi-tasking under pressure

Empathy and caller care

Tools

MS Office

Excel

Reporting tools

Job description

Role & responsibilities

1. Job Purpose

To supervise and manage the day-to-day operations of the 108 Emergency Helpline Call Center, ensuring that emergency calls are handled promptly, professionally and accurately. The Team Leader will monitor team performance, support Emergency Medical Technicians/Call Takers in critical situations, maintain service quality and ensure adherence to prescribed emergency response protocols and organizational standards.

2. Key Responsibilities

A. Team Management & Supervision

• Supervise and guide Call Takers/Communication Officers during shifts.
• Allocate work and manage shift-wise manpower deployment.
• Monitor attendance, punctuality, discipline and adherence to duty schedules.
• Conduct regular team briefings and shift handovers.
• Motivate team members and maintain a positive work environment.
• Identify performance gaps and provide coaching and on-the-job guidance.
• Escalate disciplinary or serious performance-related issues to the reporting manager.

B. Emergency Call Center Operations

• Ensure emergency calls are attended promptly and handled according to prescribed protocols.
• Monitor the handling of 108 emergency calls, including medical, accident and other emergency requests.
• Ensure accurate collection and recording of caller, patient and incident details.
• Support Call Takers during complex, sensitive or high-priority emergency calls.
• Ensure appropriate escalation of critical cases to the concerned authority/team.
• Coordinate with ambulance operations and other stakeholders whenever required.
• Ensure smooth shift operations without interruption to emergency services.

C. Quality & Performance Monitoring

• Monitor individual and team performance against defined KPIs.
• Review call handling quality, response time, accuracy and adherence to protocols.
• Conduct call audits and provide feedback to team members.
• Track repeat errors, complaints and service-quality issues.
• Prepare performance-related reports and share observations with management.
• Implement corrective actions and follow up on identified gaps.

D. MIS & Reporting

• Maintain daily, shift-wise and monthly operational records.
• Prepare and submit required MIS reports within defined timelines.
• Monitor key parameters such as:
• Call Answering Time
• Call Handling Time
• Call Abandonment
• Call Quality
• Attendance & Adherence
• Productivity
• Customer/Caller Complaints
• Escalations
• Ensure accuracy of operational data and records.

E. Training & Development

• Assist in induction and training of new Call Center staff.
• Conduct refresher training and daily/weekly knowledge sessions.
• Coach employees on communication skills, call handling and emergency protocols.
• Identify individual training requirements based on performance.
• Support quality improvement initiatives and knowledge assessments.

F. Complaint & Escalation Management

• Handle escalated caller complaints and operational issues professionally.
• Investigate service-related complaints and identify the root cause.
• Coordinate with concerned departments for timely resolution.
• Escalate critical complaints or incidents to management immediately.
• Maintain proper documentation of complaints and corrective actions.

G. Shift & Workforce Management

• Ensure adequate manpower availability during each shift.
• Monitor breaks, login/logout adherence and workstation discipline.
• Manage shift handover effectively.
• Coordinate with other Team Leaders and supervisors for smooth 24x7 operations.
• Immediately report manpower shortages or operational challenges to the reporting manager.

H. Compliance & Process Adherence

• Ensure strict adherence to company policies, SOPs and emergency call-handling protocols.
• Maintain confidentiality of patient, caller and emergency-related information.
• Ensure compliance with applicable organizational and statutory requirements.
• Maintain professional conduct and ethical standards at all times.
• Support internal audits, inspections and quality initiatives.

3. Key Performance Indicators (KPIs)

The Team Leader will be evaluated based on:

• Emergency Call Answering & Response Time
• Call Handling Quality
• Team Productivity
• Service Level Achievement
• Call Abandonment Rate
• Attendance & Schedule Adherence
• Quality Audit Scores
• Customer/Caller Satisfaction
• Complaint Resolution
• Team Attrition & Retention
• Training Effectiveness
• SOP/Process Compliance
• Accuracy of MIS and Reports
• Overall Shift Performance

4. Required Skills & Competencies

• Strong team management and leadership skills.
• Excellent verbal and written communication skills.
• Good interpersonal and conflict-management skills.
• Ability to remain calm and make appropriate decisions during emergencies.
• Strong monitoring and analytical skills.
• Good knowledge of MS Office, particularly Excel and reporting tools.
• Ability to handle multiple tasks in a high-pressure environment.
• Strong problem-solving and decision-making ability.
• Good understanding of call center KPIs and quality parameters.
• High level of empathy and sensitivity while dealing with emergency callers.
• Ability to work in rotational shifts, including nights, weekends and holidays.

5. Behavioural Competencies

• Patient and empathetic approach
• Responsible and dependable
• Strong sense of urgency
• Team-oriented
• Disciplined and professional
• Adaptable to changing situations
• Good crisis-management ability
• Customer-focused
• Confidentiality and integrity
• Effective communication

6. Working Conditions

• 24x7 emergency call center environment.
• Rotational shifts, including night shifts.
• High-pressure and time-sensitive work environment.
• Continuous monitoring and coordination with emergency response teams.
• May be required to work on weekends and public holidays as per roster.

Preferred candidate profile

Male Candidates