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 current 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 management/resource hiring, payments and related administrative approvals etc.

- Prepares and presents concise progress reports, technical strategy updates, and governance reviews to executive and technical stakeholders, translating complex technical risks into clear business impacts.

- Any other tasks assigned by the Reporting Officer/Director

Required Qualifications & Skills

- Minimum 2 years of experience after graduation (preferably B. Tech/B.Sc.-IT/MCA/MBA) in Helpdesk/Call Centre operations/Grievance handling/ coordination; managerial or supervisory experience preferred.

- Strong communication, leadership, and stakeholder coordination skills.

- Ability to manage multi-location Helpdesk/Call Centre operations/grievances and high-pressure situations.

- Should have good understanding/implementation of setup of call centre i.e. Hardware, installation, manpower requirement etc.

- Should understand administrative set up of government and its functioning (working with Govt will be preferred)

- Knowledge of public service delivery platforms and government project environments (desirable).

- Proven leadership and stakeholder management capabilities across senior and executive levels

- Financial management skills, including budgeting, forecasting, and risk control

📌 Assistant Manager (Helpdesk/Call Centre/Grievance) (New Delhi)
🏢 National e Governance Division
📍 New Delhi