Forecasting & Planning – Senior Manager
Job Description
About Us:
Paytm is India’s leading digital payments and financial services company, which is focused on driving consumers and merchants to its platform by offering them a variety of payment use cases. Paytm provides consumers with services like utility payments and money transfers, while empowering them to pay via Paytm Payment Instruments (PPI) like Paytm Wallet, Paytm UPI, Paytm Payments Bank Netbanking, Paytm FASTag and Paytm Postpaid – Buy Now, Pay Later. To merchants, Paytm offers acquiring devices like Soundbox, EDC, QR and Payment Gateway where payment aggregation is done through PPI and also other banks’ financial instruments. To further enhance merchants’ business, Paytm offers merchants commerce services through advertising and Paytm Mini app store. Operating on this platform leverage, the company then offers credit services such as merchant loans, personal loans and BNPL, sourced by its financial partners.
About Team:
CST Team owns the first wall of direct interaction of customers with Paytm. We make systems and processes to provide customers with world class experience in answering their queries or solving any issues they might have faced. Also, the newer understanding and insights we get from customers helps us to improve Paytm overall and create new features wherever required. For multiple verticals inside Paytm group, the team deals with a large scale of varied operations – that run 24×7 – over social media, intelligent assistants, chat, mails and voice calls, and the related product, engineering, analytics etc.
About Role:
To accurately prepare long term & short term contact volume forecast. To track AOP plan vs actual and drive discussion and corse correction is case of deviation. Will work closely with the central vendor management and planning head.
Expectations/ Requirements:
1. Building and maintaining models for forecasting and scheduling
2. Ensuring that forecasts and schedules are created, reviewed, reported, tracked and adjusted to ensure optimal staffing and performance within the contact center services process
3. Maintaining an understanding of initiatives that impact workload and make adjustments accordingly
4. Ensuring forecasts and reports are timely, accurate, and consider changes to the business
5. Providing analysis, thought leadership and strategic consulting with relevant leaders by considering enterprise initiatives, trends, etc. along with HC contact centers capabilities
6. Recommending performance solutions related to department operational areas
7. Analysing, identifying opportunities within the Workforce Department and the contact centers and providing real-time information, solutions, etc.
8. Formulating recommendations based upon analysis, data and input from users and departmental management
9. Ensuring colleagues, team members and employees understand how the tasks they perform
support the workload planning, scheduling activities and contribute to the success of the contact centers
10. Providing ongoing analysis of available shift offerings, staffing requirements and time off allocations
11. Collaborating with other analytical groups within the organisation to share information as needed
12. Managing capacity planning and recruitment training to ensure maximisation of revenue and
business growthrious tools according to the problem and data studies to create highly optimized capacity plans
Superpowers/ Skills that will help you succeed in this role:
1. Minimum 7 years’ experience in a contact center environment
2. At least 3 years’ experience in a forecasting, capacity planning, scheduling or real-time role
3. Excellent understanding of workforce management/Shrinkage/Avaya/WFM tool concepts.
4. Excellent communication, presentation, mathematical, logical, analytical and problem-solving skills
5. Knowledge of MS Excel
6. Exposure to multiple forecasting techniques
7. Advanced MS Excel skills
8. Ability to manage, co-ordinate and balance multiple and varied projects in a time-sensitive environment
Education:
Graduate/Post-graduate
Why join us:
A collaborative output driven program that brings cohesiveness across businesses through technology. Improve the average revenue per use by increasing the cross-sell opportunities. A solid 360 feedback from your peer teams on your support of their goals.
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!
