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

Job Types: Full time, Permanent

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

Advantages:
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