Emergency Response Coordinator (Contact Center)

The Emergency Response Coordinator is responsible for managing and coordinating emergency alerts and incidents received from the Call Center and other communication channels. The role involves ensuring effective and timely response to emergencies by liaising with internal departments and external entities, monitoring ongoing situations, and maintaining accurate documentation and reporting in accordance with standards and procedures.

Responsibilities

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.

Required Qualifications

Education : Diploma or Bachelor’s degree, preferably in a consulting or related field.

Experience : Minimum of 3 years of relevant experience.

Skills and Competencies

Intermediate proficiency in Microsoft Office applications (Word, Excel, Outlook).

Strong internet navigation and browsing skills.

Basic knowledge of Geographic Information Systems (GIS).

Advanced proficiency in Arabic (reading, writing, and speaking).

Excellent communication and interpersonal abilities.

Strong coordination and organizational skills.

Creative thinking and effective problem-solving.

High sense of accountability and reliability.

Commitment, enthusiasm, and a proactive attitude toward work responsibilities.

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