Job Description
Position: Helpdesk/Call Center Manager
Organization: National e-Governance Division (NeGD)
Role Overview
The Helpdesk/Call Center Manager will oversee and manage the operations of all HelpDesk/Call Center functioning underNeGD. S/he may be needed to set-up new call centers. The role requires strong leadership, operational oversight, handletickets/ Social Media/ Call, Letter, RTI or any channel of NeGD for grievance of Citizens (if required by NeGD) and the ability to coordinate across multiple teams and project divisions to ensure efficient and citizen-centric service delivery.
Key Responsibilities:
- Manage day-to-day operations of all NeGD-operated HelpDesk/Call Centers and ensure smooth functioning.
- Handle tickets/ social media/ Call, Letter, RTI or any channel of NeGD for grievance of Citizens (if required by NeGD)Mentor and guide team, fostering best practices and continuous improvement.
- Monitor performance of HelpDesk/Call Center Executives/ Operators (CCEs), supervisors, and support teams, ensuring adherence to SLAs and quality standards, security, and regulatory compliance.
- Proactively identify risks, dependencies, and issues; drive mitigation, resolution, and escalation as required.
- Coordinate with internal technical teams, different project owners, and partner agencies for integration, resolve escalations and operational issues.
- Oversee workforce planning, training, shift management, and performance evaluation.
- Implement process improvements to enhance efficiency, reduce turnaround time, and improve customer satisfaction.
- Maintain operational reports, MIS dashboards, call analytics, and share periodic updates with senior officials.
- Ensure compliance with guidelines, data security standards, and grievance handling protocols.
- Conduct regular review meetings and facilitate refresher trainings for staff to maintain service quality.
- Handle incident reporting, analyze recurring issues, and drive corrective and preventive actions.
- Assist in vendor management/resource hiring, payments and related administrative approvals etc.
- Prepares and presents concise progress reports, technical strategy updates, and governance reviews to executive and technical stakeholders, translating complex technical risks into clear business impacts.
- Any other tasks assigned by the Reporting Officer/Director.
Required Qualifications & Skills
- Minimum 5 years of experience after graduation((preferably B.Tech/B.Sc-IT/MCA/MBA) in HelpDesk/Call Center operations; managerial or supervisory experience preferred.
- Strong communication, leadership, and stakeholder coordination skills.
- Ability to manage multi-location HelpDesk/Call Center operations and high-pressure situations.
- Should have good understanding/implementation of setup of call center i.e Hardware, installation, manpower requirement etc.
- Should have understanding of administrative set up of government and its functioning.
- Knowledge of public service delivery platforms and government project environments (desirable).
- Proven leadership and stakeholder management capabilities across senior and executive levels.
- Strong financial management skills, including budgeting, forecasting, and risk control.
Experience:
- Minimum 5 years of experience in managing Helpdesk/Call Center operations after Graduation (preferably in B. Tech/B.Sc.-IT/MCA).
