AM - WFM
PhonePe
Bengaluru
1d ago

About PhonePe

PhonePe is India’s leading digital payments platform with over 280 million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, data cards, pay at stores, make utility payments, buy gold, and make investments.

PhonePe went live for customers in August 2016 and was the first non-banking UPI app and offered money transfer to individuals and merchants, recharges and bill payments to begin with.

In 2017, PhonePe forayed into financial services with the launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely on its platform.

PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds, liquid funds, international travel insurance, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.

PhonePe launched its Switch platform in 2018, and today its customers can place orders on over 300 apps including Ola, Myntra, IRCTC, Goibibo, RedBus, Oyo etc.

directly from within the PhonePe mobile app. PhonePe is accepted at over 18 million merchant outlets across 500 cities nationally.

Culture

At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right environment for you is just one of the things we do.

We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one.

Being enthusiastic about tech is a big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!

About the role :

This is a people management role where you would be managing a team of Team Leads / Sr.Analysts. You would be responsible for forecasting, planning, scheduling, RTM & IDM across LoBs.

And the commercials such as Vendor billing, Creating PR-PO’s.

Responsibilities :

  • Work closely with outsourced partners and Phonepe internal stakeholders in streamlining processes and driving key metrics.
  • Participate in partner review calls in identifying gaps in delivery metrics, manpower capacity & billing validations, ensuring no impact to customer experience
  • Demonstrate long term, mid-term and short-term forecast and capacity plans to business owners and Customer Experience Leadership.
  • Align customer demand and balance out the agent level shrinkage, utilization, and occupancy levels

  • Drive capacity requirements for various customer touch points (Inbound calls, Email, Social Media) after encompassing the various initiatives planned namely automations, self-serve, process improvements, etc
  • Develop full-scale capacity plans, associated communication documents, define key variables, create strategies for risk mitigation and contingency planning
  • Review and evaluate past trends in key performance indicators including all areas of Operations, Sale trends, Unit volumes plans, Category mix and policies associated with sales
  • Supervise the creation and maintenance of User IDs and accesses for entire Customer Experience group
  • Supervise the MIS and RTM teams
  • Monitor performance indicators, highlight trends and analyze causes for unexpected variances
  • Active involvement in reviewing complex financial information, business analysis, resource management, and functional documentation.
  • Recommended suggestions to senior management for improvements

  • Proactively highlight potential pitfalls and deploy solutions, action plans to increase efficiency through improved monitoring, tracking and servicing aids.
  • Drive the team to the next level through initiatives in projects.
  • Required skills & expertise :

  • Graduate in any discipline with 6-8 years of relevant work experience
  • Must be a self-starter who requires minimal supervision, with excellent problem-solving skills
  • Drive for results, go getter attitude & experience in people management. Should be managing team in his / her current role
  • Prior experience in working with Outsourced partners would be preferable
  • Excellent understanding of Contact center Operational metrics & Commercial models
  • Proficiency in WFM domain & concepts viz Occupancy, Productivity, AHT, Payout metrics under the managed services model incl.
  • various planning and forecasting techniques used in deriving / predicting the demand for service for a given line of business

  • Understanding statistical data analysis techniques, visualization & creating scenario-based models in excel
  • Excellent relationship management capability, analytical ability & project management silks. Experience in closely working with senior leaders.
  • Excellent written & verbal communication & presentation skills
  • Expertise in MS Excel & Google Spreadsheets , VBA, SQL.
  • PhonePe Full Time Employee Benefits

  • Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
  • Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
  • Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
  • Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
  • Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment
  • Other Benefits - Higher Education Assistance, Car Lease, Mobile & Broadband Reimbursements, Salary Advance Policy
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