Deputy Manager -Customer Support (Call Center Operations) - Mumbai

About PayU
PayU, a leading payment and Fintech company in 50+ high-growth markets throughout Asia, Central and Eastern Europe, Latin America, the Middle East and Africa, part of Prosus group, one of the largest technology investors in the world is redefining the way people buy and sell online for our 300.000+ merchants and millions of consumers. 
As a leading online payment service provider, we deploy more than 400 payment methods and PCI-certified platforms to process approximately 6 million payments every single day. 
Thinking of becoming a PayUneer and you are curious to know more about us? Read more about the life in PayU here 
Job Title: Deputy Manager (Call Center Operations)
Job Location: Mumbai
About the Role
- Managing Call center operations of the front end and the backend teams
- Should be well versed with Call Center Training & making Quality processes
- Monitoring team Performance, Productivity and Qualitative / Quantitative metrics like Service Level, AHT, NPS, Call quality, etc.
- Responsible for end to end customer contact processes and associated customer experience
- Responsible to work with CRM teams and bring enhancements to increase upfront resolutions (FTR)
- Responsible for increase in C-SAT & Propose ways to tech teams to bring automations in the process.
- Develop partnerships with internal teams / group teams to improve speed of issues resolutions and to recommend product improvements
- Ability to do qualitative and quantitative analysis into meaningful insights
- Should be able to solve customer service tickets within TAT
Requirements:
- Call Center ops
- Team Management
- Process management
- CRM
- Proficient in MS office tools -  Excel & PPT

What we offer?

• A positive, get-things-done workplace
• A dynamic, constantly evolving space (change is par for the course – important you are comfortable with this).
• An inclusive environment that ensures we listen to a diverse range of voices when making decisions.
• Ability to learn cutting edge concepts and innovation in an agile start-up environment with a global scale.
• Access to 5000+ training courses accessible anytime/anywhere to support your growth and development (Corporate with top learning partners like Harvard, Coursera, Udacity).