Call Center Team Lead
GVK Emergency Management and Research Institute (GVK EMRI) is seeking a Call Center Team Lead to supervise a team of agents for the Dial 112 Call Center. This role is crucial for ensuring service quality, monitoring team performance, and maintaining strict adherence to Service Level Agreements (SLAs) , while also acting as a vital bridge between the call center and various government departments.
Role & Responsibilities:
- Act as a supervisor for assigned agents.
- Serve as a bridge between the Dial 112 Call Center and various units of the departments.
- Ensure service quality through appropriate supervision of call takers.
- Monitor the performance of the team, provide feedback, and take immediate on-the-spot corrective action.




- Ensure that the SLAs are maintained by the team.
- Be able to perform all the functions of call takers.
- Cooperate with PMC (Project Management Consultant) and concerned government departments, furnishing data/reports as required by PMC.
- Perform any other tasks assigned by concerned government departments & PMC concerning Dial 112.

Preferred Candidate Profile:
- MBA with proficiency in both English and Hindi.
- Minimum 05 years of overall experience.
- Minimum 03 years of experience in the BPO sector or Emergency Services.

📌 Call Center Team Lead (Bhopal)
🏢 GVK Emergency Management and Research Institute (GVK EMRI)
📍 Bhopal