to manage and oversee voice and email helpline operations at our client location
(UIDAI HQ)
in New Delhi. The ideal candidate will have strong expertise in CRM platforms, contact center operations, and reporting, along with proven leadership skills to ensure smooth day-to-day operations and high service quality.
Key Responsibilities
Lead and manage end-to-end CRM operations, including voice and email helpline services.
Oversee daily contact center operations, ensuring adherence to SLAs, KPIs, and quality standards.
Work extensively on CRM platforms to track, analyze, and improve customer interactions.
Generate and analyze predefined operational and performance reports using reporting tools and dashboards.
Monitor call flows, ticket queues, response times, and resolution metrics to ensure optimal performance.
Collaborate with internal stakeholders and client teams to identify process improvements and implement best practices.
Ensure data accuracy, CRM hygiene, and compliance with organizational and client requirements.
Act as a point of contact for escalations related to CRM operations and contact center services.
Required Qualifications
BE / B.Tech / M.Tech / MSc / MCA or equivalent qualification.
Having acertificate of completion of training on CRM technology is an added advantage.
Experience Requirements
Minimum 3+ years of experience in development, customization and implementation of CRM solution and contact center infrastructure for support team.
Contact center L1 support skills & Contact center operation skills.
Call center quality management, analytics, reporting, training plans, CVM, customer survey.
Should have good MS-Office skills.
Additional Information
This role is based at the
client location (UIDAI HQ) in New Delhi
.
Immediate joiners
are highly preferred.
Candidates residing in
New Delhi or nearby regions
will be given preference.
Job Type: Full-time
Pay: ?350,000.00 - ?450,000.00 per year
Education:
Bachelor's (Preferred)
Experience:
Implementation of CRM solutions: 3 years (Preferred)
Contact center Operations: 3 years (Preferred)
Work Location: In person
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