Business Operations - Team Lead - Bill Payments CST

One97 Communications Limited; Dadri; On-site; INR 600,000 - 1,000,000; Full time

Job summary

One97 Communications Limited (Paytm) in Dadri, Uttar Pradesh, is looking for a Contact Center Operations Manager responsible for ensuring service delivery excellence, operational efficiency, and high customer satisfaction. You will manage a frontline team and drive performance optimization, stakeholder coordination, and continuous process improvements.

The ideal candidate should have a Graduate/Postgraduate degree and 2-4 years of experience in contact center operations. You will be part of a pioneering company in the mobile payments revolution.

Qualifications

• 2–4 years in contact center operations.
• Exposure to automation, bots, and digital CX tools.
• Collaborative output-driven program for cohesiveness.

Responsibilities

• Ensure adherence to SLAs, KPIs, and quality standards.
• Manage, coach, and mentor frontline team.
• Analyze quality defects and customer feedback.
• Identify operational inefficiencies and drive improvements.
• Coordinate with stakeholders across various teams.

Skills

People management

Performance optimization

Stakeholder management

Process improvement

Education

Graduate / Postgraduate in any discipline

Tools

Automation tools

Digital CX tools

Job description

Paytm is India's leading mobile payments and financial services distribution company. A pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.

About The Role

The role is responsible for managing day‑to‑day contact center performance, ensuring service delivery excellence, operational efficiency, and high customer satisfaction. The role involves people management, SLA adherence, performance optimization, stakeholder coordination, and continuous process improvement.

Key Responsibilities

1. Service Delivery & Operations

• Ensure adherence to SLAs, KPIs, and quality standards across voice, chat, and email channels
• Monitor daily operational metrics including AHT, FCR, CSAT, backlog, shrinkage, and occupancy
• Drive resolution of customer issues while ensuring compliance with SOPs and policies

2. People Management & Capability Building

• Manage, coach, and mentor frontline team
• Conduct regular performance reviews, feedback sessions, and coaching interventions
• Drive engagement, attendance, and attrition control initiatives

3. Quality & Customer Experience

• Ensure adherence to quality frameworks and audit guidelines
• Analyze quality defects, customer feedback, and DSAT drivers
• Partner with Quality and Training teams to enhance service consistency

4. Process & Continuous Improvement

• Identify operational inefficiencies and drive process improvements
• Use data insights to recommend automation, SOP enhancements, or policy changes
• Support root cause analysis (RCA) for high‑volume or repeat issues

5. Stakeholder Management

• Coordinate with Product, Tech, Risk, Ops Excellence, and Business teams
• Provide operational inputs for product/process changes impacting customer support
• Share insights from customer interactions to influence upstream improvements

Education & Experience Required

• Graduate / Postgraduate in any discipline.
• 2–4 years in contact center operations.
• Exposure to automation, bots, and digital CX tools.
• 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.
• Respect, that is earned, not demanded from your peers and manager.

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 democratise 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!