Job Description: Status of all calls are to be updated in real time on screen along with assignment of resources. Using these inputs, Supervisor should be able to effectively monitor operations of ERC
Job Title: Supervisor
Qualification: Any Graduate with minimum 5 years of experience in Call Center Operations, should be fluent in Hindi, English & Telugu
Roles And Responsibilities:
- Take over the duties of the previous shift supervisor and take notes on pending tasks and issues.
- Supervisor has to conduct the pre – briefing and post briefing sessions
- Supervisor has to plan the roster for upcoming week/month to their teams
- Monitor all the live calls of ERO for process adherence and guide them
- Check manpower availability as per roster, if deviation is found appraise the Manager.
- Conduct pre-briefing to the reporting agents with the help of the Quality Control team.
- Managing agents breaks, login-logout and operations.
- Appraise concerns regarding any System/Software/infrastructural problems and log them.
- Constant update of information about Ambulance status, locations, telephone numbers and new launches and appraising all the EROs.
- The supervisor will prepare the agent’s performance reports daily, weekly and monthly.
- The supervisor will review the team performance to improve the quality of the process
- Identify the process gaps and escalating the higher management.
- Supervisor has to coordinate with the EMTs, Pilots, OEs and DMs of all the districts for any improvement in dispatching
Pay: ₹15,146.83 - ₹33,324.46 per month
Benefits:
Work Location: In person
