Job Title

Role Title:Contact Center Lead – Government Business Unit:Public Services India Location:India (Delhi preferred) Experience:10–18 yearsRole Summary The Contact Center Lead will be responsible for designing, implementing, and managing multichannel citizen service Contact Centers for Government programs. This includes operations management, technology integration, service quality governance, and compliance with Government standards. The role requires strong experience in running large contact center operations, preferably for public-sector or regulated industries.Key Responsibilities Lead setup and operations of Contact Centers (voice, email, chat, social, bots) for Government programs. Drive citizen service excellence through SLA tracking, quality monitoring, workforce planning, and performance analytics. Work with Government departments, PMUs, and vendor partners to ensure service continuity and adherence to contractual KPIs. Oversee Contact Center technology stack (IVR, ACD, CRM, CTI, ticketing, knowledge bases) in collaboration with Infra, Security, and Solutioning teams. Ensure compliance with Government norms on data privacy, security, accessibility, and reporting. Manage onboarding, training, and development of Contact Center teams and vendor resources. Support RFP responses for Contact Centerrelated solutioning, operations models, and cost structures.Must Have Skills Proven experience in managing large Contact Centers (L1/L2 citizen service or customer service operations). Strong understanding of contact center technologies (IVR, CRM, omnichannel platforms, WFM, QA tools). Experience working with Government clients or regulated sector service programs. Strong vendor management, governance, and SLA tracking skills. Ability to lead teams in 24×7 operations, crisis management, and service recovery handling.Preferred Background Experience in public sector citizen service programs such as helplines, grievance redressal centers, or Government portals. Familiarity with cloud based CCaaS solutions (AWS Connect, Avaya, Genesys, Cisco, etc.). Certifications in ITIL, COPC, or contact center leadership programs.