Call Center Team Lead

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.