Call Centre Supervisor

Designation	Call Centre Supervisor
Location	Guwahati (Assam)
No. of Vacancies	1

Piramal Foundation’s vision is to transform Health, Education, Water and social sector ecosystems through partnerships, high impact solutions and thought leadership. We have a presence in 27 Indian states and 2 Union Territories. 

Our approach to address these deep-rooted barriers:

• Partnerships approach to draw additional resources, a vast pool of diverse expertise, and innovations to tackle a social sector problem at scale 
• Platform approach to influence systemic transformation through an alliance of partners for "scalable learning" by leveraging a pool of diverse resources to address a single problem with speed

Digital Bharat Collaborative (DBC), a part of Piramal Foundation, supports the government to transform the public healthcare system by building a robust digital delivery platform that ensures availability and accessibility of quality healthcare for all. Through this, we seek to enhance experiences of citizens in accessing government health services at the last mile.

This role will be responsible for but not limited to the following:

• Lead and manage a team of agents to meet KPIs.
• Monitor team metrics daily/weekly—such as call volume, queue, abandon rates—and implement improvement actions.
• Prepare and analyze reports, synthesize data for operational insights and share with senior management
• Develop, update and maintain internal documentation.
• Coordinate with cross-functional teams to build implementation strategies.
• Perform ad-hoc analysis and special project reports, often at the reporting manager’s request

Experience required:

• 2+ year in a supervisory or leadership role

Essential Qualifications

• Graduate in any discipline

• (Bachelor’s degree in Business Administration, Communications will be preferred)

Desirable Skills:

• Excellent Communication Skills (Hindi, English, and regional languages)
• Analytical ability and Refinement documentation for quality enhancement
• Proficient with call center technologies, CRM, workforce management, and data visualization/reporting tools.

Knowledge

• Basic knowledge of ESIC Services and Entitlements

 

Please fill the form below to submit your candidature for the role:

Application process: Candidates interested in the role may apply with their updated resumes by filling out the application forms Here: - CLICK HERE

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