Job Description

From 15 to 22 year(s) of experience
9 Not Disclosed by Recruiter


New Delhi

Roles and Responsibilities About NHA: National Health Authority (NHA)is the apex body responsible for implementing India\xe2\x80\x99s flagship public health insurance/assurance scheme called \xe2\x80\x9cAyushman Bharat Pradhan Mantri Jan Arogya Yojana\xe2\x80\x9d & has been entrusted with the role of designing strategy, building technological infrastructure and implementation of \xe2\x80\x9cNational Digital Health Mission\xe2\x80\x9d 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\xe2\x80\x99ble Prime Minister on 23rd September, 2018. It is currently being implemented in 36 States/UT\xe2\x80\x99s. Candidates may find more details at:https://pmjay.gov.in
Division: HO Position: Call Centre Expert
Qualification & Experience: 15-20 years of experience in BPO / Call Center Industry heading the service delivery operations. Preferably Post Graduate / MBA.
: 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 AreaCustomer Success, Service & Operations Role CategoryOperations 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)
www.nisg.org
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Contact Company:National Institute for Smart Government (NISG) Website:http://careers.nisg.org