1. Operations Management
2. Ensure adherence to shift rosters, attendance, login hours, and break schedules.
3. Team Management
4. Lead, motivate, and supervise call center agents.
5. Conduct regular agent training, briefings, and performance reviews.
6. Identify training needs and coordinate refresher or process trainings.
7. Quality & Compliance
8. Monitor call quality and ensure compliance with scripts, SOPs, and regulatory guidelines.
9. Address quality gaps through coaching, feedback, and corrective actions.
10. Ensure data privacy, information security, and process compliance.
11. Analyze data to identify operational risks and improvement areas.
12. Handle customer escalations and ensure timely resolution.
13. Coordinate with IT, HR, training, and client teams for issue resolution.
14. Identify process gaps and suggest operational improvements.
15. Assist management during audits, reviews, and inspections.

Job Types: Full time, Permanent

Pay: ₹36,000.00 - ₹48,000.00 per month

Benefits:
- Health insurance
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Call Center Incharge (Mumbai)
🏢 CSC e-Governance Services India
📍 Mumbai