Call Centre Manager

Call Centre Manager

GVK Emergency Management and Research Institute (GVK EMRI) is seeking a highly experienced Call Centre Manager to oversee all operations of our State Command Center (SCC) in Hyderabad, Telangana. This leadership role is critical for managing call taking, quality control, and shift operations, ensuring strict adherence to SLAs, and driving continuous improvement in service delivery for the Dial 112 project.

Role & Responsibilities:

• Manage all operations of the State Command Center (SCC), including call taking, quality control, and shift management.
• Ensure adherence to SLAs by monitoring real-time performance and implementing corrective actions.
• Supervise call takers and ensure continuous improvement in service delivery through quality audits.
• Oversee administrative tasks related to the Dial 112 Call Center.
• Coordinate with MP Police and PMC to provide timely data, reports, and operational updates.
• Ensure availability of trained staff across shifts and manage scheduling efficiently.
• Analyze call center trends and recommend improvements in SOPs and technology usage.
• Conduct training and skill development programs for operational teams.
• Provide performance feedback and initiate process corrections where required.
• Maintain compliance with emergency service protocols and data security standards.
• Collaborate with technical teams for seamless operations and system uptime.