Assistant Manager (Helpdesk/Call Centre/Grievance)

Role Overview

The Helpdesk/Call Centre/Grievance Manager will oversee and manage the operations of Helpdesk/Call Centre/Grievance unit/coordination functioning under NeGD. S/he may be needed to set-up new call centres/Grievance cells. The role requires strong leadership, operational oversight, handle tickets/ 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 NeGD-operated Grievance /Helpdesk/Call Centres and coordination 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 Centre 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, analyse 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 2 years of experience after graduation (preferably B. Tech/B.Sc.-IT/MCA/MBA) in Helpdesk/Call Centre operations/Grievance handling/ coordination; managerial or supervisory experience preferred.
• Strong communication, leadership, and stakeholder coordination skills.
• Ability to manage multi-location Helpdesk/Call Centre operations/grievances and high-pressure situations.
• Should have good understanding/implementation of setup of call centre i.e. Hardware, installation, manpower requirement etc.
• Should understand administrative set up of government and its functioning (working with Govt will be preferred)
• Knowledge of public service delivery platforms and government project environments (desirable).
• Proven leadership and stakeholder management capabilities across senior and executive levels
• Financial management skills, including budgeting, forecasting, and risk control