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 solid 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 productive 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.
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📌 Assistant Manager New Delhi
🏢 National e Governance Division
📍 New Delhi