Job Profile
- Experienced in overall project management with strong skills in risk identification, mitigation, and stakeholder management.
- Proficient in preparing daily/weekly/monthly status reports for call center operations.
- Skilled in coordinating with SUDA and Nodal Officers at ULBs for feedback sharing and follow-ups.
- Strong team management experience, including performance monitoring, problem resolution, and handling escalations.
- Capable of identifying, prioritizing, and escalating critical issues effectively.
- Hands-on experience in training management, including induction, training plans, and ensuring proper upskilling of team members.
- Knowledge of quality assurance practices such as random call monitoring and preparing quality guidelines & performance metrics.
- Experienced in preparing and maintaining Application Knowledge Documents (AKD) and Process Knowledge Documents (PKD).
- Ability to design and manage shift schedules and leave plans for large teams.
- Skilled in grievance handling through call quality checks and timely resolution of tickets.
- Strong stakeholder interaction skills ensuring smooth and seamless operations.
Candidate Profile
- Candidates with educational background in field of Computer Science / IT or any other specialization of engineering along with MBA/PGDM will be preferred
- Should have good client-facing and interpersonal skills
- Should have good written and verbal communication skills
- Should have good organizational skills including attention to detail and multi-tasking skills
- Should have good knowledge in MS office
Qualification: BE / B.Tech / MBA / PGDM / M.Tech
