Associate Manager, Workforce Management

About PhonePe Group: 

PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

Culture

At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right  environment for you is just one of the things we do. We empower people and trust them to do the right  thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a  big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of  the best minds in the country and executing on your dreams with purpose and speed, join us!

PhonePe Workforce Manager job description mentioned below:

• Forecasting, Planning & Scheduling
• Develop full scale capacity plans, associate communication documents, define key variables and create strategies for risk mitigation and contingency planning.
• Identify and analyse Inter-Day & Intra-Day Volume trends, anomalies and developing various statistical models to effectively plan for similar trend.
• Administer the usage of various WFM tool and models (such as Erlang) to create fully optimized schedules to enhance business efficiency.

• Access Management
• Design and implement support channel solutions like Call routing, ACD, IVR, Ubona workflow etc. as per operational requirements and attain the most eminent productivity.
• Periodic audits report on the access levels for the users active and deactivated on the systems, identify deviations and drive remediation activities for any noncompliance.
• Understanding the gaps with the current Technology/System/Tools and work with product team to improve technology and processes based on industry best practices.

• Execution
• Driving real time operational performance through centralized command centre by ensuring apt Break/Schedule Adherence & Reduction of Wrap/Hold thereby leading to reduction in AHT
• Develop and deploy effective load balancing workflow assignments to ensure parity and prioritization across sites, processes are well managed for their respective BU’s.
• Initiate alarm / red flag through systems and proactive communications to all stakeholders highlighting any anomalies on the volume inflow which would adversely impact the business metrics.

• Reporting
• Create & Manage BI Dashboards for the operational teams, identify improvement opportunities, mitigate with action plans, review and track daily for the progress with operations team.
• Prepare, analyze and review the key business metrics in a periodic manner, surface the right insights to the operational leadership team for high-quality decision making.

• Commercials
• Daily billing trackers to be published to all stakeholders (internal and external) thereby keeping a close tab on the projections vs actual delivery.
• Initiating payments to service providers in accordance with pre-agreed terms after validation of billing files. 

• People Practices
• Hiring the right staff, provide them with adequate support, motivate them to go extra mile, create a high-performance culture and retain the workforce talent pool by rewarding them for their work.
• Responsible for coaching, mentoring, evaluating and developing next line leaders in the WFM team.
• Setting up realistic, measurable goals for the team, monitor teams performance against these goals, providing documented feedback on the performance and track for the progress on the feedbacks.

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment 
• Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.

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