1. Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Schedule and organize shift patterns for other team members to ensure that customers are never left unattended Monitor all calls to ensure that due procedures and quality standards are strictly adhered Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Facilitate and organize training session for all agents and participate in recruitment of new call center agents Conduct regular review of all call center agents performance and organize training sessions for under performers Submit regular reports to manager and seek new ideas and strategies to improve performance at the center Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members. Provides statistical and performance feedback and coaching on a regular basis to each team member. Responds to and resolves employee relations issues expressed by team members. Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. Addresses disciplinary and/or performance problems according to company policy. Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
EMRI handles medical, police and fire emergencies through the ' 108 Emergency service'. This is a free service delivered through state- of -art emergency call response centres. Operating in the Public Private Partnership (PPP) mode.
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GVK EMRICompany RecruiterGVK Emergency Management and Research InstituteBengaluru / Bangalore