Emergency Contact Center Manager

  • Rescue Technologies Limited
  • Lagos, Nigeria
  • 10 Mar, 2018
Full time Medical and Health Care Support & Customer Service

Job Description

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


  • 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