Deputy Manager (Call Center Operations) - Mumbai

Credit – Credit - Operations /
Full-time /
About PayU 
PayU, a leading payment and Fintech company in 50+ high-growth markets throughout Asia, Central and Eastern Europe, Latin America, the Middle East and Africa, part of Prosus group, one of the largest technology investors in the world is redefining the way people buy and sell online for our 300.000+ merchants and millions of consumers. 

As a leading online payment service provider, we deploy more than 400 payment methods and PCI-certified platforms to process approximately 6 million payments every single day. 

Thinking of becoming a PayUneer and you are curious to know more about us? Read more about the life in PayU here 

Job Title: Deputy Manager (Call Center Operations) - Mumbai
Job Type: Fulltime

Job Description:-
- 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
- Proficient in MS office tools -  Excel & PPT
₹5,50,000 - ₹7,00,000 a year
About us
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. Being part of Prosus, one of the largest technology investors in the world, gives us the presence and expertise to make a real impact. Find out more 

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 of our people, communities and customers. Our leaders are committed to create an inclusive work culture which enables transparency, flexibility and unbiased attention to each and 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.