Role Overview

The Helpdesk/Call Centre/Grievance Manager will oversee and manage the operations of Helpdesk/Call Centre/Grievance unit/coordination functioning under NeGD. S/he may be needed to set-up recent call centres/Grievance cells. The role requires strong leadership, operational oversight, handle tickets/ social media/ Call, Letter, RTI or any channel of NeGD for grievance of Citizens (if required by NeGD) and the ability to coordinate across multiple teams and project divisions to ensure efficient and citizen-centric service delivery.

Key Responsibilities
- Manage day-to-day operations of NeGD-operated Grievance /Helpdesk/Call Centres and coordination and ensure smooth functioning.
- Handle tickets/ social media/ Call, Letter, RTI or any channel of NeGD for grievance of Citizens (if required by NeGD)
- Mentor and guide team, fostering best practices and continuous improvement
- Monitor performance of Helpdesk/Call Centre Executives/ Operators (CCEs), supervisors, and support teams, ensuring adherence to SLAs and quality standards, security, and regulatory compliance




- Proactively identify risks, dependencies, and issues; drive mitigation, resolution, and escalation as required
- Coordinate with internal technical teams, different project owners, and partner agencies for integration, resolve escalations and operational issues.
- Oversee workforce planning, training, shift management, and performance evaluation.
- Implement process improvements to enhance efficiency, reduce turnaround time, and improve customer satisfaction.
- Maintain operational reports, MIS dashboards, call analytics, and share periodic updates with senior officials.
- Ensure compliance with guidelines, data security standards, and grievance handling protocols.
- Conduct regular review meetings and facilitate refresher trainings for staff to maintain service quality.
- Handle incident reporting, analyse recurring issues, and drive corrective and preventive actions.
- Assist in vendor managem

📌 Assistant Manager (New Delhi)
🏢 National e Governance Division
📍 New Delhi