Role & responsibilities:

1. Ensure smooth daily Call Centre operations.
2. Qualified and high-quality front-line service is given to the beneficiaries /stakeholders/citizens.
3. Ensure resolution of enquiries, complaints and request for services escalated to respective scheme/program owner at NHA at the earliest possible opportunity.
4. Ensure that the Service provider team follows established procedures for each service adhering to agreed Key Performance Indicators, Service Level Agreement and quality standards to maximize caller satisfaction.
5. Monitor Inbound and Outbound calls to check adherence to specified qualify standards.
6. Organize regular meetings with Service provider to give ongoing performance feedback to Service Provider.
7. Real time Queue Management for inbound and clear pendency for outbound.
8. Answering representatives questions, guiding them through difficult calls or issues, diffusing angary customers, or handing Issue that cannot be fielded by representatives.
9.



Assisting other management team members in identifying trends and establishing call center goals.
10. Preparing reports and analysing call center data to improve processes, ensure resources are properly allocated and maximize efficiency and customer satisfaction.
11. Taking on other tasks or projects to support employees, other managers, and call center operations.
12. Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
13. Proficiency with the necessary technology, including computers, software applications, phone system, etc.
14. Scrutinize the Call Center invoices and facilitating it through the payment process

Preferred candidate profile

10-12 years of experience in BPO/Call Center industry. Preferably post Graduate /MBA

📌 Call Centre Specialist (New Delhi)
🏢 National Institute for Smart Government (NISG)
📍 New Delhi