UIDAI Recruitment 2011 Manager Contact Centre Operations Vacancy Notification

Unique Identification Authority of India (UIDAI) 

UIDAI Recruitment of Various Positions at Unique Identification Authority of India 2011

Job Code: 101201 

Total Number of Posts: 01

Position: Manager (Contact Centre Operations) 

Location: New Delhi

Job Profile: 

· Manage the Contact Centre and define standards to ensure ‘wow’ service levels in operations

· Partner with the teams working on Enrolments, Technology and Logistics to build an integrated process incorporating needs of all the stakeholders

· Define efficiency and effectiveness metrics and setup measurement systems to track and control the above processes; setup adequate backups and disaster recovery systems for the above.

· Identify and build network of Service Providers who will partner with the UID to deliver the above processes.

Qualification & Experience:

Educational Qualification

· MBA / BTech / MCA from a premier institute. Experience

· Overall 8 – 10 years of experience and at least 3 to 5 years of experience in leading business process reengineering / process improvement engagements.

o Setting up of process for data transfer through data pipes. 

o Printing and distribution of Enrolment letters for every ID that is created.

· Partner with teams working on Enrolment and Helpline to build an integrated process incorporating needs of all the stakeholders.

· Manage the Contact Centre and define standards to ensure ‘wow’ service levels in operations

· Partner with the teams working on Enrolments, Technology and Logistics to build an integrated process incorporating needs of all the stakeholders

· Define efficiency and effectiveness metrics and setup measurement systems to track and control the above processes; setup adequate backups and disaster recovery systems for the above.

· Identify and build network of Service Providers who will partner with the UID to deliver the above processes.

· 3 to 5 years of experience of working in a Contact Centre.

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