Job Description

About Us:
Paytm is India\xe2\x80\x99s leading digital payments and financial services company, which is focused on driving consumers and merchants to its platform by offering them a variety of payment use cases. Paytm provides consumers with services like utility payments and money transfers, while empowering them to pay via Paytm Payment Instruments (PPI) like Paytm Wallet, Paytm UPI, Paytm Payments Bank Net banking, Paytm FASTag and Paytm Postpaid - Buy Now, Pay Later. To merchants, Paytm offers acquiring devices like Soundbox, EDC, QR and Payment Gateway where payment aggregation is done through PPI and also other banks\xe2\x80\x99 financial instruments. To further enhance merchants\xe2\x80\x99 business, Paytm offers merchants commerce services through advertising and Paytm Mini app store. Operating on this platform leverage, the company then offers credit services such as merchant loans, personal loans and BNPL, sourced by its financial partners.

About the team:
Be a part of one of Paytm\'s fastest growing businesses - Travel. Travel was launched in 2016 and in less than 12 months we became India\'s 2nd largest online travel booking platform for Flights, Trains and Bus tickets. Paytm\'s Travel business is entirely based out of Bangalore.
We are like a 250 member startup within Paytm working in a fast paced environment. Our team comprises of Product & Design, Engineering, Business and Customer Experience functions.
Join us if you would you like to work in a fast paced, agile, entrepreneurial environment where everyday brings with it an opportunity for you to create a dent in the universe.


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.


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.


Superpowers/ Skills that will help you succeed in this role:
1. Prior experience from Travel industry (Flights) preferable.
2. Prior experience of 8-12 years of managing customer operations.
3. Experience with customer service is compulsory.
4. Proficient with MS Office and Call Centre software programs.
5. Strong knowledge of performance evaluation techniques and customer service metrics.
6. Aware of Training methodologies & Quality frameworks
7. Strong problem-solving ability and analytical skills.
8. Excellent multitasking, time management, and leadership skills.


Qualification:
Graduation is must. Any bachelor\xe2\x80\x99s 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 \xe2\x80\x93 and we are committed.