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.
- Positive 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

- Team Leadership and People Management
- Call Center Operations
- Emergency Call Handling
- Performance Monitoring and MIS Reporting
- Problem-Solving and Decision-Making
- Communication and Coordination

Join our team and contribute to delivering timely and reliable emergency medical response services.

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

- Flexible schedule
- Health insurance
- Life insurance

Work Location: In person

📌 Team Lead – Call Center (Thiruvananthapuram)
🏢 EMRI Green Health Services
📍 Thiruvananthapuram