Deputy Manager
3 weeks ago
At PayU, we are a global fintech investor and our vision is to build a world without financial borders where everyone can prosper. We give people in high-growth markets the financial services and products they need to thrive. Our expertise in 18 high-growth markets enables us to extend the reach of financial services. This drives everything we do, from investing in technology entrepreneurs, to offering credit to underserved individuals, to helping merchants buy, sell and operate online.
Job Title: Deputy Manager (Call Center Operations)
Job Type: Fulltime
Key Responsibilities:
- 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
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