Emergency Response Coordinator

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

Skills And Competencies

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

Outsourcing and Offshoring Consulting

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