Call Centre

3 days ago

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

From 15 to 20 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. National Health Authority is the successor of the National Health Agency, which was functioning as a registered society since 23rd May, 2018.NHA is governed by a Governing Board chaired by the Union Minister for Health and Family Welfare._

**_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._

**_
Job Title/Designation:_**
- Call Centre Expert (AB PM-JAY)_

**_
Employment Type:_**
- Full Time, Temporary/Contractual_

**_
Job Description_**:

- :_

**_ Qualification & Experience_**
- Post Graduate/MBA or Equivalent_
- 15- 20 years of experience in BPO/call centre industry heading the service delivery operations_

**_
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:_Other
- Salary:_ Not Disclosed by Recruiter
- Industry:_IT Services & Consulting
- Functional Area_Other
- Role Category_Other
- Employment Type:_Full Time, Temporary/Contractual
- Key Skills
- Public HealthCallingCall CenterHealth Insurance

Education
- PG:_Any Postgraduate

**Company Profile**:
National Institute for Smart Government (NISG)
- Company Info
- Recruiter Name:_Sana Siraj
- Contact Company:_National Institute for Smart Government (NISG)
- Telephone:_7217457241

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