Operations - Senior Manager - Paytm Travel
Job Summary
Job Description
As a Senior Manager of Operations at Paytm Travel, you will lead the frontend customer operations team, manage training and quality teams, and oversee team leaders managing voice/non-voice agents. Responsibilities include driving daily operations, improving CSAT, managing contact center operations, achieving daily targets, monitoring agent performance, creating monthly/quarterly projections, contributing to process improvements, ensuring TNI and quality adherence, preparing performance reports, and managing project dashboards. You will also lead social media teams, drive customer-centric initiatives, and collaborate with product teams on automation (chatbots). This role requires deep understanding of customer experience metrics and strong analytical and leadership skills.
Must have:
- 8-12 years customer operations management experience
- Customer service expertise
- Proficient in MS Office & call center software
- Knowledge of performance evaluation & customer service metrics
- Training methodologies & quality frameworks
- Strong problem-solving & analytical skills
- Excellent multitasking, time management, & leadership skills
4 skills required
Job Details
About Us:
Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.
About the team:
This Team is involved in revenue management, vendor management and strategies to get new business and make travel profitable entity
Expectations:
1. Lead frontend customer operations team for Paytm Travel CST.
2. Manage in-house Training & Quality Teams.
3. Deep understanding of customer experience metrics (CSAT, Quality, Contact Ratio, Reopen)
4. Supervise TLs managing team of frontend voice/non-voice agents.
5. Analytics to drive team performance & planning.
6. Lead social media teams
7. Drive high impacting customer centric initiative to build world class experience
8. Closely working with product intake to simplify and automate processes (chat gpt, bot)
Responsibilities:
1. Drive daily operations for the customer service team
2. Drive CSAT, manage day to day operations for the contact center, ensure escalations are minimized.
3. Create a task list for the call centers activities and ensure daily targets are achieved.
4. Drive agent level performance against defined KPIs.
5. Monitor the performance of the call center and regularly provide feedback to the team.
6. Monthly/Quarterly projections for volume & manpower.
7. Provide inputs to cross-functional teams for process improvement & enhance customer experience.
8. Drive TNIs & Quality adherence across the teams
9. Prepare performance reports for leadership
10. Project Management dashboard on all the strategic tasks
Superpowers/ Skills that will help you succeed in this role:
1. Prior experience of 8-12 years of managing customer operations.
2. Experience with customer service is compulsory.
3. Proficient with MS Office and Call Centre software programs.
4. Strong knowledge of performance evaluation techniques and customer service metrics.
5. Aware of Training methodologies & Quality frameworks
6. Strong problem-solving ability and analytical skills.
7. Excellent multitasking, time management, and leadership skills.
Qualification:
Graduation is must. Any bachelor’s degree is acceptable.
Why join us:
A collaborative output driven program that brings cohesiveness across businesses through technology. A solid 360 feedbacks from your peer teams on your support of their goals.
With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed.
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