Team Lead – Call Center

EMRI Green Health ServicesKL, IN3d ago

Full-timevia indeed

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Job Description

We are looking for a responsible and experienced **Team Lead – Call Center** to manage daily operations of the 108 Ambulance Services call center. The candidate will supervise call center executives, monitor performance, coordinate emergency ambulance dispatch, and ensure timely and efficient handling of emergency calls.

Key Responsibilities

Supervise and manage call center executives to ensure smooth daily operations.
Monitor emergency calls and ensure prompt, accurate, and professional call handling.
Coordinate with ambulance teams and district operations staff for timely ambulance dispatch.
Monitor team attendance, shift schedules, productivity, and performance.
Handle escalated calls, complaints, and operational issues.
Monitor key performance indicators (KPIs) and ensure compliance with service standards and SOPs.
Prepare daily, weekly, and monthly MIS reports.
Conduct team training, performance reviews, and quality checks.
Ensure uninterrupted emergency response services through effective coordination and team management.

Eligibility Criteria

Graduate in any discipline.
Minimum 2–3 years of experience in call center operations, preferably in a team leader or supervisory role.
Experience in healthcare, emergency services, or ambulance operations will be an added advantage.
Good communication and team management skills.
Proficiency in MS Excel, Word, and call center software.
Fluency in Malayalam and English.
Willingness to work in rotational shifts, including night shifts, weekends, and holidays.

Skills Required