Position: Specialist - Call Centre & Grievance

Organization: National Health Authority

Location: Delhi

Apply:  https://recruitment.samshrm.com/jobs/NHA/297/SCCG-NHA?Ref=SCCG-NHA

Key Functions of NHA
Key functions of the NHA include the following:
(1) Formulation of operational guidelines, model documents and contracts, to ensure standardization and interoperability of PM-JAY;
(2) Effective implementation and regular monitoring of PM-JAY, across the country, including initiation of suitable action for course correction, as necessary;
(3) Coordination with various State Governments on a regular basis for implementing PM-JAY;
(4) Acting as an apex body for SHAs that have been set up to implement PM-JAY. 

For more information about NHA, please visit https://pmjay.gov.in/about/nha

3. JOB DESCRIPTION/ RESPONSIBILITIES:
Reporting to the General Manager (Operations), the Specialist - Call Centre & Grievance (SCCG) shall be responsible for leading/ managing the call center and grievance redressal.

Key Responsibilities:
(1) Overall management of call centre and customer grievance redressal;
(2) Coordination with stakeholders;
(3) Integration of State call centre operations;
(4) Monitoring day to day activities of the call centre;
(5) Monthly bill processing and co-ordination with the Finance Department;
(6) Coordination with the IT team for Call Centre IT requirements. Also preparing concept notes for IT requirements;
(7) Providing technical and functional support for managing the grievance redressal web portal;
(8) Supporting the preparation of guidelines, reports and presentations;
(9) Capacity building of states in the area of call centre operations;
(10) Coordination with states in resolving cases;
(11) Ensure that the quality of service is maintained;
(12) Prepare weekly, monthly and yearly reports, as and when required;
(13) Any other assignment/ responsibility given by NHA.

4. QUALIFICATION, SKILLS AND EXPERIENCE:
    
Qualifications:

Essential:
(1) Bachelor’s degree from a recognized University/ Institute.
(2) Post -Graduate degree in Management/ MBA from a recognized University/ Institute.

Experience:

Essential:
Five years of experience in a managerial role in call center/ customer service operations.

Desirable:
Prior experience in the health insurance domain shall be an advantage.

Skills and Competencies:
(1) Knowledge of the working of Central/ State Governments, with specific reference to schemes and their implementation;
(2) Strong verbal and written communication and presentation skills;
(3) Computer literate with knowledge and experience of MS Office, Excel and PowerPoint;
(4) Language skills in English and Hindi;
(5) Demonstrated ability to work in a multicultural environment and establish harmonious and effective relationships with national partners;
(6) Demonstrated managerial and supervisory ability;
(7) Willingness to travel frequently, as per the needs of the job.

5. VACANCY DETAILS: One vacancy

6. AGE LIMIT:
Not less than 30 years and not exceeding 45 years as on the last date of receipt of applications      

7. COMPENSATION OFFERED:

Gross remuneration budgeted for the position is Rs.1,25,000/ per month.

8. LOCATION: New Delhi, NHA Office.