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 workplace.
- 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 setting.
- 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
- Valuable 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

📌 Team Leader (Bhubaneswar)
🏢 GVK Emergency Management and Research Institute (GVK EMRI)
📍 Bhubaneswar