Operations & Support - Assistant Manager - CST
Job Summary
Job Description
The Customer Service Assistant Manager at Paytm oversees the direction, coordination, quality, and productivity of the customer service center. Responsibilities include developing daily objectives, resource planning (people, technology), analyzing call center statistics (FRT, ART, AHT, CSAT, Reopen %, FTR), budget management, hiring, coaching, training staff, performance evaluation using key metrics, and reporting to management. The role requires experience in a similar position with team handling skills and knowledge of customer service metrics. The ideal candidate will be independent, thrive in a fast-paced environment, possess strong organizational and problem-solving skills, and demonstrate attention to detail.
Must have:
- Develop daily objectives
- Resource planning & optimization
- Analyze call center statistics
- Budgeting and expense tracking
- Hire, coach, and train staff
- Performance evaluation
- Report preparation
Good to have:
- B.Tech degree
- Ability to work independently
- Strong problem-solving skills
2 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:
CST Team comprises customer service agents who help customers pay bills, review, or make changes to accounts, handle returns and answer frequently asked questions.
About the role:
The Customer Service Assistant Manager is responsible for the overall direction, coordination, quality and productivity of the Customer Service center. He/she will work closely with front line staffs, support departments, internal stakeholders, and the management in support of business needs.
Expectations/ Requirements:
1. Develop objectives for the call canter’s day-to-day activities
2. Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
3. Collect and analyse call-centre statistics (FRT, ART,AHT,CSAT, Reopen %,FTR)
4. Assume responsibility of budgeting and tracking expenses
5. Hire, coach and provide training to personnel to maintain high customer service standards
6. Evaluate performance with key metrics (FRT, ART, AHT,CSAT, Reopen %,FTR)
7. Prepare reports for different departments or upper management Requirements
8. Proven experience as call centre Assistant manager or similar position
9. Should have team handling experience.
10. Knowledge of performance evaluation and customer service metrics
Superpowers/ Skills that will help you succeed in this role:
1. Ability to work independently
2. Comfortable in a fast-paced and rapid-growth environment
3. Superior organizational and multitasking abilities
4. Problem Solving skills
5. Attention-to-detail
6. Ownership over assigned tasks to be completed in a timely and thoughtful manner.
Educational Qualification:
Graduation in any stream/field (B. Tech will be preferable)
Why join us:
● A collaborative output driven program that brings cohesiveness across businesses through technology
● Improve the average revenue per use by increasing the cross-sell opportunities
● A solid 360 feedback from your peer teams on your support of their goals
● Respect, that is earned, not demanded from your peers and manager
Compensation:
If you are the right fit, we believe in creating wealth for you
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 to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!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 to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!
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