Job Description
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: Manager (Call Center Operations) - Mumbai
Job Type: Fulltime
Job Description:-
- 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
Required Skills:
- Call Center ops
- Team Management
- Process management
- CRM
- Proficient in MS office tools - Excel & PPT
