Business Operations - Team Lead - Bill Payments CST

About the role

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. 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.

Responsibilities

• 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
• 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
• 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
• 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
• 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.
• BFSI / Fintech / Payments / E-commerce background
• Exposure to automation, bots, and digital CX tools
• 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
• Respect, that is earned, not demanded from your peers and manager

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