Automation Specialist, Automation Platforms

Role Overview: As a Senior Automation Specialist at PhonePe Group, you will play a crucial role in ensuring minimal manual interventions while focusing on enhancing customer satisfaction. Your responsibilities will involve owning final delivery, successful execution of sprints, and shouldering critical engineering tasks. Your main goal will be to increase the Automation percentage while maintaining key performance indicators like CSAT, Contact to transaction Ratio, and Average Interaction per manual ticket. Key Responsibilities: - Take ownership of final delivery and ensure successful execution of sprints by handling critical engineering responsibilities. - Work towards increasing the Automation percentage as the North Star goal. - Monitor and improve key performance indicators such as CSAT, Contact to transaction Ratio, and Average Interaction per manual ticket. - Collaborate with stakeholders to drive impact and efficiency in the automation process. - Leverage your skills in customer centricity, risk mitigation, collaboration, ownership, attention to detail, effective communication (verbal and written), prioritization, focus on execution, and process orientation to drive automation initiatives effectively. Qualifications Required: - Graduation from a top-tier institute with a degree in BE/BTech, BCA/MCA. - Up to 3 years of experience in Customer Experience (CX) and/or Automation roles. - Skills in customer centricity, risk mitigation, collaboration, ownership, attention to detail, effective communication, prioritization, focus on execution, and process orientation are essential for this role. Additional details of the company: Working at PhonePe offers a range of full-time employee benefits including insurance benefits, wellness programs, parental support, mobility benefits, retirement benefits, and other benefits. The work environment at PhonePe promotes creativity and offers opportunities to take on diverse roles beyond defined job descriptions, making it a rewarding experience for employees. (Note: The specific details of the benefits have been omitted for brevity),