CM Helpline Expert | Government & Public Sector

Job Description

1 Year initial LPE Contract (Extendable) 5days Work from Office (Raipur, Chhattisgarh) Required: 1. Education - BE / BTech any specialization 2. 5+ years of experience in the government and public sector domain 3. Experience of working on at least 2 contact center projects/grievance redressal project 4. Preferred Experience of working on at least 1 CM Helpline Project CM Helpline Expert (Government & Public Sector) Key Skills: Technical Skills: Grievance Redressal : Expertise in grievance management and resolution in public service sectors. Contact Center Management : Hands-on experience in managing or working with contact center operations. CRM Software : Proficiency in customer relationship management tools used in helpline or grievance redressal systems. Call Center Technologies : Knowledge of systems and tools for monitoring, reporting, and analyzing contact center operations. Domain-Specific Skills: Government Sector Experience : In-depth understanding of the public sector and government-related processes. CM Helpline Project Management : Direct experience in CM Helpline projects, especially in terms of execution, monitoring, and process optimization. Policy Understanding : Knowledge of government policies related to grievance redressal and public welfare initiatives. Soft Skills: Problem-Solving & Critical Thinking : Ability to analyze and resolve complex grievances effectively. Communication Skills : Strong written and verbal communication skills, especially for interacting with stakeholders and resolving issues. Stakeholder Management : Experience working with both internal teams and external government bodies. Project Management Skills: Project Planning & Execution : Experience in managing or supporting the execution of public sector projects. Monitoring & Reporting : Knowledge of how to monitor the performance of helpline services, prepare reports, and assess outcomes. Experience: 5+ Years in Government/Public Sector : Hands-on experience in working on projects related to the public domain , preferably with exposure to grievance redressal or helplines. Experience in Contact Centers : Proven experience in managing or working with contact center operations for a minimum of 2 projects. Preferred Qualifications: BE/BTech in Any Specialization : Basic qualification in engineering or related fields to understand the technical aspects of the role. Certifications : Any certifications in customer service, grievance redressal, or public administration will be a plus.