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Team Leader / Subject Matter Expert

Gvk Emergency Management And Research Institute Gvk Emri
Kolkata
2-4 Years
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Job Description

Team Leader / Subject Matter Expert

GVK Emergency Management and Research Institute (GVK EMRI) is seeking an experienced and dynamic Team Leader / Subject Matter Expert to manage and motivate a team of 18-20+ executives in a 24/7 rotational shift environment. This role is crucial for driving performance, maintaining operational excellence, and ensuring adherence to key call center metrics.

Role & Responsibilities:

  • Demonstrated ability to effectively manage a team.
  • Must know AHT (Average Handle Time), Attrition, Shrinkage, YTD (Year to Date)/MTD (Month to Date), etc.
  • Possess expert knowledge of Operations processes and supporting tools.
  • Draw up action plans for advisors requiring coaching or development.
  • Track attrition and performance regularly.
  • Provide regular updates to the Operations Manager regarding team performance.
  • Prepare various reports.
  • Perform real-time monitoring.
  • Manage a team of at least 18-20+ executives.
  • Ensure staff engagement and motivation at all times.
  • Be comfortable with 24*7 rotational shifts.

Preferred Candidate Profile:

  • 2-4 years of experience as a Team Leader in a Customer Service process, BPO, or Call Center.
  • Equipped with adequate knowledge of Call Centre metrics, understanding & efficiently driving dialer and calling processes.
  • Ability to lead team members, multitask, prioritize, and meet timelines of deliverables.
  • Ability to mentor, coach, and provide direction to team members.
  • Willingness to work in a flexible schedule.
  • Notice Period: Candidates available to start soon will be considered favorably.

More Info

Job Type:
Permanent Job
Industry:
Health Care
Role:
Team Leader/Technical Leader
Function:
IT
Employment Type:
Full time
Open to candidates from:
Indian

About Company

Gvk Emergency Management And Research Institute Gvk Emri

EMRI Green Health Services (formerly GVK EMRI) is a pioneer in Emergency Management Services in India. As a not – for – profit professional organization operating in the Public-Private Partnership (PPP) mode, EMRI Green Health Services is the largest professional Emergency Service Provider in India today.
April 2005 was the turning point for emergency medical services in India. The organization was incepted with the objective of delivering comprehensive, speedy, reliable and quality Emergency Care Services. This has been done by establishing an Emergency Response System that coordinates every emergency through a single toll free number 108/112 which when called in an emergency ensures prompt communication and activation of a response that includes, assessment of the emergency, dispatch of the ambulances, along with a well trained Emergency Medical Technician to render quality pre-hospital care and transport of the patient to the appropriate health care facility. Today, 108 is synonymous with the best-in-class emergency service and has been acknowledged as the most efficient, speedy, reliable, and caring service provider in its category.
With increased focus on research and analytics, EMRI Green Health Services now, also enters into the arena of protecting law and order in the society. EMRI Green Health Services has left no stone unturned to reach out the needy by extending its reach through various Help Line and Specific Segment oriented Focused Services as an offshoot of the vast expertise gained through the last 19 years of 108 EMS Operations across the length and breadth of it’s operational states in India.

Job ID: 121076455

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Last Updated: 05-11-2025 07:35:55 AM
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