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Call Centre Expert

2 weeks ago

New Delhi, India NISG (National Institute for Smart Government) Full time

From 15 to 22 year(s) of experience

₹ Not Disclosed by Recruiter
- New Delhi

**Roles and Responsibilities**

**About NHA**:
**National Health Authority (NHA)**is the apex body responsible for implementing India’s flagship public health insurance/assurance scheme called “Ayushman Bharat Pradhan Mantri Jan Arogya Yojana” & has been entrusted with the role of designing strategy, building technological infrastructure and implementation of “National Digital Health Mission” to create a National Digital Health Eco-system.**About**
**Ayushman Bharat Pradhan Mantri-Jan Arogya Yojana**
**(**
**AB PM-JAY**
**)**:
The Ayushman Bharat Pradhan Mantri-Jan Arogya Yojana (AB PM-JAY) aims to to achieve the vision of Universal Health Coverage (UHC). This initiative has been designed to meet Sustainable Development Goals (SDGs) and its underlining commitment, which is to "leave no one behind."
- PM-JAY was announced by the Hon’ble Prime Minister on 23rd September, 2018. It is currently being implemented in 36 States/UT’s.-
Division: HO
- Position: Call Centre ExpertQualification & Experience:

- 15-20 years of experience in BPO / Call Center Industry heading the service delivery operations. Preferably Post Graduate / MBA.**Job Description**:

- Ensure smooth Call Centre operations for all ongoing and upcoming Processes/schemes
- Managing a call center of more than 600+ team members through a Call center partner
- Coordinate with Call Centre leaders regularly to enable solutions
- Address concerns and process impediments timely
- Coordination with SHA for policy and process related changes
- Monthly review with Call Centre Operations team
- Agents productivity as per agreed SLAs
- Joining/exit of agents in process - checked by NHA
- Additional resources required (if any)
- Induction & Refresher training hours -attendance sheets & scores
- Quality monitoring report
- IVR feedback status/caller experience analysis and action on low rated agents
- Professional and high-quality front-line service is given to the beneficiaries/stakeholders/ citizens
- Ensure resolution of enquiries, complaints and request for services escalated to respective scheme/program owner at NHA at the earliest possible opportunity
- Ensure that the Service provider team follows established procedures for each service adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize caller satisfaction
- Scrutinize the Call Center invoices and facilitating it through the payment process
- Ensure the co-ordniation with the telephone service provider for running the Call Center Operations smoothly.
- Role:_Operations Manager
- Salary:_ Not Disclosed by Recruiter
- Industry:_Medical Services / Hospital
- Functional Area_Customer Success, Service & Operations
- Role Category_Operations
- Employment Type:_Full Time, Temporary/Contractual
- Key Skills
- Public HealthCall Centre operationsCall Centre Managementdelivery operationsHealth Insurance

Education
- UG:_Any Graduate
- PG:_MBA/PGDM in Any Specialization

**Company Profile**:
National Institute for Smart Government (NISG)
- Company Info
- Contact Company:_National Institute for Smart Government (NISG)