Manager - Transport- Healthcare Logistics

Role & responsibilities

The Manager / Head of the 1066 EMS Emergency Response Centre (Call Centre Operations) will be responsible for leading and managing the day-to-day operations of the EMS call centre, ensuring seamless handling of emergency calls with efficiency, empathy, and strict adherence to service benchmarks.

This role requires strong expertise in ERP/CRM application rollout for call centre operations, along with advanced data analytics skills to monitor agent performance, service levels, and customer satisfaction in real time.

Key Responsibilities:

1. Lead the daily operations of the EMS call centre, ensuring SLA compliance, high answer-level benchmarks, and zero escalations.
2. Utilize ERP/CRM systems to track calls, generate real-time reports, and ensure operational transparency.
3. Monitor and analyze KPIs of agents through dashboards, ensuring alignment with productivity and quality standards.
4. Implement analytics-driven forecasting for rosters, staffing, and workload management.
5. Drive improvements in call quality, CSAT scores, and response times using data insights.
6. Mentor and motivate the call centre team through continuous performance feedback and skill-building initiatives.
7. Provide management with analytical reports on trends, SLA adherence, and operational improvements.

Qualifications & Experience:

• Graduate in any discipline (MBA / Hospital Administration / Healthcare Management preferred).
• 12+ years of experience in call centre/BPO/emergency response operations, with at least 4 years in a leadership role.
• Hands-on experience in ERP/CRM application implementation for call centre operations.
• Strong expertise in data analytics, dashboard creation, and KPI tracking for performance management.

Key Competencies:

• ERP/CRM Rollout & Digital Process Management
• Data Analytics for Agent Productivity & SLA Adherence
• Leadership, Team Development & Coaching
• KPI-Driven Operational Excellence
• Passion for Public Service and Emergency Response - draft a key skills