Emergency Contact Center Manager at Rescue Technologies Limited

Details:
Summary – Ultimately responsible for all ECC operations: coordination, QA, compliance to SOP’s, advisory and team integration.

Job description

• monitoring random calls to improve quality, minimise errors and track operative performance;
• reviewing the performance of staff, identifying training needs and planning training sessions;
• recording statistics, user rates and the performance levels of the centre and preparing reports;
• handling the most complex customer complaints or enquiries;
• organising staffing, including shift patterns and the number of staff required to meet demand
• managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;
• liaising with other managers to ensure a seamless call centre operation regularly
• review reports from emergency call dispatcher per shift

Requirements

• Medical degree from a reputable institution
• Copy of current practice licence
• Copy of Certificate for first aid, BLS,ACLS
• Excellent leadership skills
• Analytical and pay attention to details
• Proffers solutions through innovation
• Result oriented and timely in response
• 5-7 years’ experience in ECC operations
• Sound medical knowledge