Team Lead/Assistant Manager- Call Center Ops

Role Title - AM CAll center

Location - Mumbai

Role Type: Contract

About the Role - Team managerial

Responsibilities:

• Team Management - 1) Supervise and manage team of CS execs for Inbound and email process 2) Monitor daily KPIs ( AHT, abandon, CSAT, Quality and SLA) 3) Conduct training and coaching to team 4) monitoring rostering, attritions and shrinkages


• CS operations - 1)Ensure promt handling and resolutions of customer querie/ request and complaints 2) Handle customer escalations


• Process and Quality improvement - 1) identify gaps in service delivery and implement corrective actions 2) Colloborate with Quality and training teams to ensure adherence to quality 4) Drive process improvements and automations


• Compliance andRegulatory - 1) ensure adherance to NBFC guidelines and regulatory norms 2) Maintain confidentiality of customer data



• Reporting and Analysis

  - 1) ensure submission of daily / weekly/ monthly report 2) monitor IVR , CRM systems for performance optimization

Requirements

What we offer

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  A positive, get-things-done workplace

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  A dynamic, constantly evolving space (change is par for the course important you are comfortable with this).

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  An inclusive environment that ensures we listen to a diverse range of voices when making decisions.

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  Ability to learn cutting edge concepts and innovation in an agile start-up environment with a global scale.

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  Access to 5000+ training courses accessible anytime/anywhere to support your growth and development (Corporate with top learning partners like Harvard, Coursera, Udacity).

About us:

PayU specializes in credit products and services for emerging markets across the globe. Headquartered in Mumbai, PayU Credit India has disbursed about 20 billion loans to date by volume and has disbursed more than $280 million in consumer credit. PayU Credit provides consumers with easy access to affordable short-term loans up to INR 5 lacs that can be availed in the form of personal loans, point of sale EMI and express loans. Lead by Prashanth Ranganathan, the company has been focusing on providing innovative solutions that make access to credit convenient as well as quick. PayU India entered the alternate lending business in 2017 with LazyPay, its buy-now-pay-later offering to provide consumers with convenient checkout options. It emerged as one of the most popular payment methods across 300+ renowned merchants in its network like Swiggy, Zomato, Samsung, Dunzo, GoAir, amongst others. Recently the company launched LazyPay Credit Shield an end to end digital lending features that help its users to be mindful of their financial health and credit score and automates the entire process of disbursal. Riding on the success of the offering in 2018, PayU received RBI s approval to operate as an NBFC in 2018. PayU acquired a stake in PaySense in January 2020 to accelerate its vision for credit in India and leverage AI & ML to build a full-stack digital lending platform in India. PayU in its next phase of growth is developing a full regional fintech ecosystem providing multiple digital financial services in one integrated experience

Our Commitment to Building A Diverse and Inclusive Workforce

As a global and multi-cultural organization with varied ethnicities thriving across locations, we realize that our responsibility towards fulfilling the D&I commitment is huge. Therefore, we continuously strive to create a diverse, inclusive, and safe environment, for all our people, communities, and customers. Our leaders are committed to create an inclusive work culture which enables transparency, flexibility, and unbiased attention to every PayUneer so they can succeed, irrespective of gender, color, or personal faith. An environment where every person feels they belong, that they are listened to, and where they are empowered to speak up. At PayU we have zero tolerance towards any form of prejudice whether a specific race, ethnicity, or of persons with disabilities, or the LGBTQ communities.