KOLKATA _NIT - WBSEDCL

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GTC.1.5. All the Process Managers, Group Leaders & Operators shall be under the administrative &technical control of the System Administrator of respective Zonal Computer Center (ZCC),during their contract with WBSEDCL.GTC.1.6. Notwithstanding anything contained elsewhere, all persons are required to perform any typeof job as required for smooth functioning of Call Center that may be assigned to them byconcerned WBSEDCL personnel.GTC.1.7. In case of absence of reliever in any shift, the CFO and/ or GL on duty has/have to continuethe next shift. However, no CFO/GL can be engaged more than two shifts at a stretch.Necessary additional payment or Compensatory Casual Leave may be allowed.GTC.1.8. Decision of WBSEDCL on all matters shall be final & binding on the service providersGTC.1.9. Any changes in any document, if any, shall be made only through Website. As suchparticipating service providers are requested to go through the WBSEDCL website for allupdates and relevant information.GTC.1.10. The Bid submitted by the Bidder shall become the property of WBSEDCL.GTC.1.11. Personal security, accommodation, transportation etc. for their deployed manpower shall beresponsibility of the successful service provider(s) at their own cost and risk. WBSEDCL shallhave no obligation in this regard in any matter whatsoever.GTC.1.12. The service provider shall have readiness of Human Resource (HR) so that they areavailable within shortest possible notice for either replacement and/or enhancement ofexisting manpower.GTC.1.13. The documents regarding basic educational qualification, computer literacy, medical standardand communication skill of the supplied HR as listed afterwards has to be produced dulyGTC.1.14. WBSEDCL shall have its full right to terminate the order any time due to non-satisfactoryperformance of the vendor. WBSEDCL would review the performance of the vendor onquarterly basis, after due consultation with the implementation vendor.GTC.1.15. Since five Zonal call centers are at present in full operational mode with manpower, serviceproviders have to accept all existing manpower placed at each ZCC.GTC.2.GTC.3.Category of requisite manpower:GTC.2.1. Call Center & Field Unit Operator [CFO]GTC.2.2. Group Leader [GL]GTC.2.3. Process Manager [PM]Duty Hours:The Zonal Call Center will operate in 24x7 modes.Duration of duty: 8 Hours including recess of 30 minutesGTC.4 Category-wise schedule of Working Hour:CCEE DD/ //ZZCC CC
Category Working Unit Duty HoursCall Center & Field UnitOperator [ CFO]Zonal Call CenterCustomer Care Center with nightservice facilityCustomer Care Centernight service facilitywithoutThree ShiftsThree ShiftsTwo ShiftsGroup Leader [GL] Zonal Call Center Three ShiftsProcess Manager[PM]Zonal Data Warehouse & CallCenterTwo ShiftsGTC.5. Tentative requirement of manpower:GTC.5.1 Anticipated Zone-wise requirement of manpower:Zone Probable locationsBerhamporeCall Center at Berhampore Town and all Customer CareCenters under the ZoneBurdwanCall Center at Burdwan Town and all Customer CareCenters under the ZoneKolkataCall Center at Salt Lake City and all Customer CareCenters under the ZoneMidnaporeCall Center at Midnapore Town and all Customer CareCenters under the ZoneSiliguriCall Center at Siliguri Town and all Customer CareCenters under the Zone** Figures are illustrative and not exhaustiveAnticipatedhighestmanpowerrequirement**300300550300250GTC.5.2. The number of Group Leader per shift should be one. However considering theweekly off day, the total number of GL per Zonal Call Centre will be FOUR.GTC.5.3. The requirements are likely to undergo change both in shift timings & no. of deployedpersonnel per shift as per the actual traffic, spread of coverage & business requirements of WBSEDCLat the time of operationsGTC.5.4. Depending upon the traffic and business requirements, if any increase or reduction isnecessitated, the same shall be communicated to the successful bidder which will be implementedwithin stipulated time mentioned elsewhere in this contract.GTC.5.5. The successful bidder shall augment the requirement as per the short term and long termrequirements of WBSEDCL, over and above the requirements mentioned above.GTC.5.6.The short-term requirements shall imply augmentation of personnel for not more than oneweek. The long-term requirements shall imply augmentation of personnel for not less than one month.GTC.6. Price:CCEE DD/ //ZZCC CCGTC.6.1. Price shall be quoted in the format given in ‘Price Bid Sheet’ only, attachedwith this bid document.GTC.6.2. Incomplete or partial quotation will not be accepted.
Page 1 and 2: CCEE DD/ //ZZCC CC
Page 3 and 4: BURDWAN`86,000/ (Rupees eighty-six
Page 5 and 6: CCEE DD/ //ZZCC CCregister maintain
Page 7: SW.1.2.2.7 Regular monitoring with
Page 11 and 12: any Schedule Bank in India as per p
Page 13 and 14: GTC.16. Contract Period:GTC.16.1. T
Page 15 and 16: Technical Specification (TS)TS.1 :
Page 17 and 18: Annexure [ AN ]WEST BENGAL STATE EL

KOLKATA _NIT - WBSEDCL

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