Operations Manager (Call Center) - NDHM - Delhi

Job Description

Roles and ResponsibilitiesAbout NHA:National Health Authority (NHA) is the apex body responsible for implementing India s flagship public health insurance/assurance scheme called Ayushman Bharat Pradhan Mantri Jan Arogya Yojana & has been entrusted with the role of designing strategy, building technological infrastructure and implementation of National Digital Health Mission to create a National Digital Health Eco-system. National Health Authority is the successor of the National Health Agency, which was functioning as a registered society since 23rd May, 2018.NHA is governed by a Governing Board chaired by the Union Minister for Health and Family Welfare.Background about NDHM:The National Digital Health Mission (NDHM) aims to develop interoperable IT platform to integrate all digital health solutions in India. It will be UPI equivalent in healthcare. NDHM was announced by the Hon ble Prime Minister on 15th August 2020. Pilot has been launched. For more details candidates may visit : https://ndhm.gov.in-Drive setting-up of a call centre for ABDM and smooth day-to-day operation of the same Ensure efficient operations of the call centre and delivery of quality front-line service to the beneficiaries/ stakeholders/ citizens through regular, detailed monitoring of call centre performance Ensure setting up of a strong mechanism for resolution of enquiries, complaints and requests pertaining to various aspects of ABDM through timely liasoning with respective ABDM module/workstream teams Ensure compliance of call centre service provider team with respect to agreed Key Performance Indicators, Service Level Agreements and Quality Standards to maximize caller satisfaction Monitor / audit Inbound & Outbound calls to check adherence to specified quality standards Organize regular meetings with Service provider to give ongoing performance feedback to Service Provider Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. Scrutinize Call Center invoices and facilitating it through the payment processPostgraduate degree or equivalent from a recognized university or Institution 7+ Years in consulting with at-least 2+ years of working on government assignments , Roles and ResponsibilitiesAbout NHA:National Health Authority (NHA) is the apex body responsible for implementing India s flagship public health insurance/assurance scheme called Ayushman Bharat Pradhan Mantri Jan Arogya Yojana & has been entrusted with the role of designing strategy, building technological infrastructure and implementation of National Digital Health Mission to create a National Digital Health Eco-system. National Health Authority is the successor of the National Health Agency, which was functioning as a registered society since 23rd May, 2018.NHA is governed by a Governing Board chaired by the Union Minister for Health and Family Welfare.Background about NDHM:The National Digital Health Mission (NDHM) aims to develop interoperable IT platform to integrate all digital health solutions in India. It will be UPI equivalent in healthcare. NDHM was announced by the Hon ble Prime Minister on 15th August 2020. Pilot has been launched. For more details candidates may visit : https://ndhm.gov.in-Drive setting-up of a call centre for ABDM and smooth day-to-day operation of the same Ensure efficient operations of the call centre and delivery of quality front-line service to the beneficiaries/ stakeholders/ citizens through regular, detailed monitoring of call centre performance Ensure setting up of a strong mechanism for resolution of enquiries, complaints and requests pertaining to various aspects of ABDM through timely liasoning with respective ABDM module/workstream teams Ensure compliance of call centre service provider team with respect to agreed Key Performance Indicators, Service Level Agreements and Quality Standards to maximize caller satisfaction Monitor / audit Inbound & Outbound calls to check adherence to specified quality standards Organize regular meetings with Service provider to give ongoing performance feedback to Service Provider Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. Scrutinize Call Center invoices and facilitating it through the payment processPostgraduate degree or equivalent from a recognized university or Institution 7+ Years in consulting with at-least 2+ years of working on government assignments ,

Keyskills :
salesservice levelcustomer relationsprimemarketingvisiteuropean works councilsagencylogisimoutboundpublic healthdeliverystrategymechanismmanagementkey performance indicatorsquality standardsapexcall center