The Call Centre Manager is responsible for managing the day-to-day operations of the 108 Emergency Response Call Centre, ensuring timely response to emergency calls, efficient ambulance dispatch, quality patient communication, and compliance with project service-level agreements (SLAs).

Key Responsibilities

- Call Centre Operations
- Manage daily call centre operations and ensure 24/7 service continuity.
- Monitor emergency calls, call handling time, ambulance dispatch, and response time.
- Ensure calls are answered promptly and emergencies are handled according to established protocols.
- Coordinate with ambulance teams, dispatchers, field staff, and hospitals.
- Team Management
- Supervise Call Centre Supervisors, Emergency Response Officers, Call Takers, and Dispatchers.
- Prepare staff rosters and ensure adequate manpower for all shifts.
- Monitor employee attendance, productivity, and performance.
- Conduct regular training, coaching, and performance reviews.
- Emergency Response Coordination
- Ensure accurate collection of patient details and emergency locations.
- Monitor ambulance allocation and dispatch to emergency locations.
- Coordinate with field operations to minimize delays in ambulance deployment.




- Escalate critical incidents and operational issues to the concerned authorities.
- Performance Monitoring and Reporting
- Track KPIs such as call answering time, call abandonment rate, dispatch time, ambulance response time, and complaint resolution.
- Prepare daily, weekly, and monthly operational reports.
- Analyse performance gaps and implement corrective actions.
- Ensure compliance with contractual SLAs and project requirements.
- Quality Assurance and Compliance
- Monitor call recordings and ensure adherence to emergency call-handling protocols.
- Maintain confidentiality of patient information and emergency records.
- Ensure accurate documentation and proper maintenance of call centre data.
- Support internal audits, client reviews, and government inspections.
- Stakeholder Coordination
- Coordinate with State Operations, HR, IT, ambulance fleet teams, and hospital representatives.
- Address complaints and service-related escalations promptly.
- Participate in client meetings and submit operational updates to management.

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits

- Adaptable schedule
- Health insurance
- Leave encashment
- Provident Fund

Work Location: In person

📌 Call Centre Manager (Mangalagiri)
🏢 Bavya Health Services
📍 Mangalagiri