Job Description:

1) Manage and Enhance performance of a team of CSAs.

2) Monitor and enhance the performance of the team in the areas of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction/ development.

3) Enhance the goal of quality support by providing individual coaching feedback sessions and periodic one on ones that focus on improving customer satisfaction, communication skills and technical ability.

4) Operational responsibility re/ managing the incoming volume / queue to meet KPIs and taking appropriate actions (e.g. break scheduling, arranging for overtime etc)

5) Vendor Management.

Desired Profile:

1) Should have 3+ plus years experience at a supervisory level in BPO

2) Should be a good leader & experience of working under pressure

3) Possess Strong communication & Interpersonal Skills is a must.

4) Qualification Graduate/Post-Graduate

5) Willing to work in rotational shifts

Company Profile

Paytm

https://paytm.com

Paytm is India's largest mobile payments and commerce platform. It started with online mobile recharge and bill payments and has an online marketplace today. In a short span of time we have scaled to over 158mn registered users and more than 90mn monthly transactions. Paytm is the consumer brand of India's leading mobile internet company One97 Communications. One97 investors include Ant Financial (AliPay), SAIF Partners, Mediatek, Sapphire Venture and Silicon Valley Bank. We strive to maintain an open culture where everyone is a hands-on contributor and feels comfortable sharing ideas and opinions. Our team spends hours designing each new feature and obsesses about the smallest of details.

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