Digital India Corporation is currently inviting applications for the following positions purely on Contract/ Consolidated basis for Poshan Tracker project:-

The place of posting shall be in New Delhi but transferable to project locations of Poshan Tracker as per the existing policy of Poshan Tracker.

Last date for submission of application: 02.03.2025

Position: Consultant (Poshan Helpline)
No. of Position(s): 1
Project: Poshan Tracker

Responsibilities:
Team Management:

• Oversee the day-to-day operations of the call-center team, including scheduling, performance monitoring, and quality assurance.

• Conduct regular performance reviews to provide constructive feedback and identify opportunities for growth.

• Motivate and empower agents to achieve their full potential and deliver exceptional customer service.

• Foster a positive and collaborative work environment.

Process Improvement:

• Analyze call-center data and identify areas for improvement in efficiency and effectiveness.

• Develop and implement process improvements to optimize call handling times, resolution rates, and customer satisfaction.

• Ensure adherence to established call center procedures and quality standards.

• Collaborate with other departments to identify and address any operational challenges. Metrics and Reporting:

• Track and analyze key performance indicators (KPIs) such as call volume, average handle time, customer satisfaction scores, and sales conversion rates.

• Prepare regular reports for management on call center performance and identify trends or areas requiring attention.

• Use data to inform strategic decision-making and continuous improvement efforts.

Other Responsibilities:

• Stay up to date on industry trends and best practices in call center operations.

• Maintain a professional and positive work ethic.

• Ensure compliance with all company policies and procedures.

Qualifications:

• Bachelor’s degree

• Minimum 5+ years of experience in a call-center environment, with at least 2 years in a supervisory or management role.

• Proven experience in developing and delivering training programs for customer service and sales representatives.

• Excellent communication, interpersonal, and coaching skills.

• Ability to motivate and lead a team to achieve goals.

• Strong analytical and problem-solving skills.

• Excellent time management and organizational skills.

• Proficiency in Microsoft Office Suite and call center software (a plus).

Important Links:

About Poshan Tracker

Poshan Tracker is a mobile-based application for dynamic identification of stunting, wasting, and under-weight prevalence among children and last-mile tracking of nutrition service delivery. Continuing the journey of creating the finest ecosystem for the eradication of malnutrition in India, the program is being invested with data quality indicators, and compatible for scalability.

About DIC

The Digital India Corporation (formerly Media Lab Asia) has been set up by the Ministry of Electronics and Information Technology (MeitY), Government of India, to innovate, develop and deploy ICT and other emerging technologies for the benefit of the common man. Digital India Corporation plays the role of a leader in promoting e-Governance by taking forward the projects and activities of the Digital India Programme, to facilitate its stakeholders to realise its goals. It also provides strategic support to Ministries & Departments, both at the Central and State level for carrying forward the mission of the Digital India Programme by way of Capacity Building for e-Governance projects, promoting best practices, encouraging Public-Private Partnerships (PPP), nurturing innovation and technology in various domains.

Digital India Corporation has several Independent Business Divisions under it and these include NeGD, MyGov, Bhashini, ISM, IndiaAI and MSH. More details can be seen at https://dic.gov.in/