Paytm
Bill Payments
BusinessOperationsTeamLeadBillPaymentsCST
“Business Operations - Team Lead - Bill Payments CST at Paytm. Skills: Contact center operations, People management, Service delivery. Ensure adherence to SLAs. Monitor daily operational metrics”
What You'll Achieve.
Ensure service delivery excellence; Ensure operational efficiency; Ensure high customer satisfaction
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
2–4 years in contact center operations, BFSI / Fintech / Payments / E-commerce background
What You'll Do.
Ensure adherence to SLAs
Monitor daily operational metrics
Drive resolution of customer issues
Manage frontline team
Mentor frontline team
Conduct performance reviews
Conduct feedback sessions
Conduct coaching interventions
Drive engagement initiatives
Drive attendance control
Drive attrition control
Ensure adherence to quality frameworks
Analyze quality defects
Analyze customer feedback
Partner with Quality teams
Partner with Training teams
Identify operational inefficiencies
Drive process improvements
Recommend SOP enhancements
Recommend policy changes
Support root cause analysis
Coordinate with Product teams
Coordinate with Tech teams
Coordinate with Risk teams
Coordinate with Ops Excellence teams
Coordinate with Business teams
Provide operational inputs
Share insights from customer interactions
How You'll Work.
Team & Collaboration
Cross-functional teams; Quality and Training teams; Product, Tech, Risk teams; Ops Excellence, Business teams
Applying for this Business Operations - Team Lead - Bill Payments CST role?
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