Call Center Head
Operations Maintenance & Support
Posted: 9 months ago
Posted: 9 months ago
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Job Description
Role & responsibilities
- Lead and manage overall call centre operations for emergency ambulance services.
- Ensure 24/7 call handling efficiency, response time adherence, and service level compliance.
- Oversee staffing, rostering, performance management, and training of call centre teams.
- Implement SOPs, quality standards, and escalation protocols for emergency calls.
- Coordinate with operations, medical, and field ambulance teams for seamless service delivery.
- Monitor KPIs, drive continuous improvement, and report performance to senior management.
- Ensure coordination with IT and technology teams for uninterrupted call centre systems and CAD functionality.
- Lead disaster, surge, and mass-casualty call response planning and preparedness.
Skills
BPOCall Center ManagementBPO ManagementCall Center OperationsBpo OperationsContact Center ManagementProcess ManagementBpo Operations ManagementOperationsService DeliveryDeliveryCall CenterIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
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