Call Centre Lead – AGM/DGM

Sales – EDC Retail
Uttar Pradesh, Noida
February 14, 2023

Job Overview

Job Description

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: EDC Retail – EDC is one of Paytm‘s business tool to help merchant grow and manage their business through simplicity and data driven technology.
 
About the role: Call Center Lead is a job role that is for those with intermediate level experience in the field. It is a job requiring you to set regular sales targets for them to meet and ensure the center is working at optimum capacity. It also includes tasks like managing the activities of the center and analyzing the efficiency of the employees
 
Expectations/ Requirements:
 
1.        Monitor the performance of the call center and regularly provide feedback.
2.        Collect data and statistics at regular intervals (weekly, monthly, annually) and analyze them to improve performances.
3.        Provide training and orientation for the recruits to provide high-quality customer service.
4.        Oversee the budget plans and track expenses of the call center.
5.        Assess performances with metrics like calls attempted, calls missed, Calls to Leads conversion, etc.
6.        Ensure that all employees adhere to the company policies and regulations.
7.        Prepare performance reports and report any issue to the management.
8.        Cohesively work with a lot of people, across functions and teams every day
9.        Coordinate with other departments for compatibility of all aspects of each project
10.     Track Program/Project performance, specifically to analyze the successful completion of short- and long-term goals
11.     Engage with various Business & Technology Teams within Paytm to identify common bottlenecks esp. on Technology front.
12.     Smart thinking and clear communication
13.     Use and continually develop leadership skills
14.     Be a brand ambassador for Paytm – Stay Hungry, Stay Humble, Stay Relevant!
 
Superpowers/ Skills that will help you succeed in this role:
 
1.        Prior experience as a call center manager or any managerial position.
2.        Strong ability to budget and perform financial analysis.
3.        Strong knowledge of performance evaluation techniques and customer service metrics.
4.        Driven and result oriented.
5.        Strong problem-solving ability and analytical skill.
6.        Understanding of Technology and User Experience
7.        Growth Mindset
8.        Willingness to experiment and improve continuously
 
Education: Applicants must possess bachelor’s degree & above.
 
Why join us: We aim at bringing half a billion Indians in to mainstream economy, and everyone working here is striving to achieve that goal. Our success are rooted in our people’s collective energy and unwavering focus on the customers, and that is how it will always be. We are the largest merchant acquirer in India.
 
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 the story!

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