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 :

Skills Required

Monitoring Team Performance, Service Quality, Supervison, Project Management, Bpo Operations, Emergency Services