Merchant Helpdesk-wfm/ Am

**About Us**:Paytm is India's leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments, and financial services.

One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma.

**About the team**:
The Work Force Management (WFM) effectively involves operational planning execution including forecasting, capacity Planning, scheduling Real-Time monitoring while also creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. Managing MIS reports to ren business smoothly. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvements for account/organization

**Expectations/ Requirements**

The Manager of Workflow Mgmt. is a critical role responsible for managing all facets of contact center operations such as forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives.

This manager will provide daily guidance to the team

This manager will develop capacity/staffing plans and reports that provide management with the understanding needed to make operational decisions in order to ensure overall success in a multi-site/channel contact center environment.

Provide team coaching and development by accurately accessing strengths and opportunities, giving

timely and actionable feedback, as well as motivate direct reports to optimize performance

Ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities

Ensure that the real-time management team provides the appropriate real-time guidance and takes appropriate action to meet service level goals and maximize efficiency

Oversee reporting internal and external reporting and analytics for Member Services

Ensure the accurate compilation and distribution of information and reports to identified stakeholders in a

contextual and actionable format

Provide analytics on trends and use data to identify drivers while continuing to evolve Services reporting structure.

Develop and maintain short
- and long-term forecast/capacity plans and ensure sufficient staff is available during peak periods

Analyze historical volume trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans

Review and analyze the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required.

**Desired Skills**:
Knowledge of Contact Centre methodologies and operational principles

3-5+ years of experience performing Planning functions (capacity planning, forecasting, scheduling, real-time management, erlang model, multiple MIS reports) in a multi-site contact center environment-preferred.

Experience in managing teams.

**Superpowers/ Skills that will help you succeed in this role**:
Excellent interpersonal and written communication skills

Ability to provide leadership, direction, motivation, development opportunities, and build high performing teams

Strong quantitative and analytical skills - Able to analyze data and draw insights.

Must be proficient with Excel, have the ability to organize/analyze, import/export data in a structured manner (db administration, pivot tables, SQL queries, etc.)

Strong working knowledge of Windows based programs (Word, PowerPoint, Access, etc.

Innovative and able to influence

Must have experience to handle Capacity Planner and Scheduling teams.

**Why join us**:
1. A collaborative output-driven program that brings cohesiveness across businesses through technology.

2. Improve the average revenue per use by increasing the cross-sell opportunities

3. A solid 360 feedback from your peer teams on your support of their goals

4. Respect, that is earned, not demanded from your peers and manager

**Compensation**:
If you are the right fit, we believe in creating wealth for you

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 - and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of thestory