Call Center Executive – ERO

0 - 5 Years
Trivandrum

Job Description

** Apllicable for  Degree Passed Candidates**

To answer all incoming calls through 108 lines
Educating the caller about 108 services (by connecting to IVR) wherever necessary
To identify the emergency call and collect necessary information
To inform the appropriate agency for responding to the emergency
Whenever an emergency call gets disconnected, the ERO needs to call back and get all the relevant information for supporting the Emergency
Dispatch Screen & Dispatch Protocols need to be invoked
Logging in logging out as per roster/shift timings
Attending to minimum number of calls as specified by the process on a daily/ weekly/ monthly basis
Ensure adherence to process and quality norms while taking calls
Abide/adhere to ERC Floor policy, ERC process guidelines, HR Policies
ERO validate & identifies the details to the available resource (Ambulance).
Informs the case details to the EMT (Ambulance)
To inform the caller about the status of the ambulance.
To facilitate the conference between caller, EMT, ERCP , and any other Third party.
Share the emergency information to the appropriate agency
Decision to assign the nearest resource to attend to an emergency; Use Geographical knowledge to locate the appropriate ambulance
Facilitate a conference with the ERCP/EMT/ Caller/ Victim/ Attendee etc whenever/ as may be required per the process
Decision to assign multiple vehicles (as per the guidelines) if the emergency involves multi - victims
Share the name of the location, landmark, phone no. of the informer and the type of emergency to the EMT at the ambulance
Guiding the EMT on optimal logistics
Providing support to EMT in the emergency situation with additional resources i.e., police, fire etc.
The ERO needs to be alert while informing the emergency details or while collecting the details from EMT
To escalate calls as may be required at any time to TL/ ERCP

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

GVK Emergency Management And Research Institute

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.
View Contact Details+

Recruiter Name:Mr. Hafeez

Contact Company:GVK Emergency Management And Research Institute

Salary

Not Disclosed by Recruiter

Role Category

Voice

Role

Associate/Senior Associate -(NonTechnical)

Employment Type

Full Time, Permanent