Call Center Representative

• Receive and promptly respond to emergency alerts from call centers or other channels.
• Follow established emergency response protocols using designated systems, scripts, and instructions.
• Ensure correct execution of operational procedures during incidents.
• Monitor live data, display screens, and operations center feeds to track ongoing incidents.
• Coordinate with internal departments, teams, and external agencies or stakeholders for effective incident management.
• Escalate issues to appropriate authorities in a timely manner when required.
• Share updates on incidents to ensure clear situational awareness.
• Liaise with external organizations or stakeholders involved in emergency and event management.
• Handle notifications, complaints, and incident reports professionally and accurately.
• Assist with escalation of complex or critical cases to ensure unified response efforts.
• Maintain accurate records in CRM systems and ensure timely data entry for incident tracking.
• Ensure proper documentation, logging, and follow-up for each case.
• Prepare daily, weekly, and monthly performance reports.
• Generate summaries of urgent complaints and handled cases.
• Adhere to organizational standards, operational procedures, and regulatory requirements.
• Protect sensitive information from unauthorized disclosure.
• Ensure compliance in all incident management and reporting activities.
• Work on a rotational basis to maintain 24-hour operational coverage.
• Ensure timely completion of all assigned duties and performance commitments.

Emergency Response Coordinator – Contact Center

Call Center Agent – Banking

Call Center Agent, 6 Months Contract

Emergency Response Coordinator – Contact Center

Call Center Team Leader – Emergency Response