GA Digital Web Word Pvt. Ltd. is hiring a Manager - Operation for deployment at the Unique Identification Authority of India (UIDAI), Headquarters, Current Delhi.

The role owns end-to-end contact centre operations for the Aadhaar grievance and query ecosystem - the Toll Free Number (TFN), Contact Centre Facilities (CCFs), SMS services, and the associated SLA/KPI and invoicing cycle.

Position: Manager - Operation (Band 'E', PMU)

Location: UIDAI Headquarters, New Delhi (On-site)

CTC: Rs. 14.00 lakhs to Rs. 26.00 lakhs per annum (Band 'E' - PMU, as per prevailing HR Policy)

Engagement: Contractual, through GA Digital Web Word Pvt. Ltd.

Key Responsibilities

- Manage overall operations covering TFN, CCFs and SMS services, including the related SLA/KPI governance and invoicing.
- Determine call centre operational strategies by conducting needs assessments, performance reviews and capacity planning; identify and evaluate state-of-the-art technologies, define user requirements and establish technical specifications, production, productivity, quality and customer-service standards.
- Maintain and improve call centre operations by monitoring system performance, identifying and resolving problems,



preparing and completing action plans, managing system and process improvement and quality assurance programmes, and installing upgrades.
- Monitor the UIDAI Quality and Analytics team and ensure day-to-day process improvement.
- Own the RFP process including preparation, bid evaluation, formulation of SLA methodologies, vendor on-boarding, training and invoicing.
- Manage refresher trainings, day-to-day operations, monitoring and issue resolution.
- Assess the effectiveness of the existing grievance redressal system and the existing call centre, assess the performance of the existing CRM solution, and suggest improvements.

Eligibility
- Education: B.E. / B.Tech / M.Tech / MCA
- Experience: Minimum 8 years overall, including 4-5 years as a call centre manager or in a similar position.
- Experience in customer service is required.
- Added advantage: Certified Call Centre Manager (CCCM) or equivalent qualification.

How to Apply Apply through LinkedIn, or email your updated CV along with your current CTC, expected CTC and notice period to [email protected]

📌 Manager - Operations (Contact Centre / CRM) (New Delhi)
🏢 Unique Identification Authority of India (UIDAI)
📍 New Delhi