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PaytmEmployer profile

Operations Lead- Senior Associate

Location not specified · Experience not specified

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Experience
Experience not specified
Salary
Not disclosed
Location
Location not specified
Work mode
Not specified
Job type
Full-time
Apply by
Closing date not listed
Posted
14 Mar 34

About this role

About Us:

Paytm Travel has revolutionized the travel industry - with a goal to empower millions of travellers who choose us as their preferred travel partner. We are no. 2 in the travel segment, in India, within a span of a few years, which proves our capability and potential to become no. 1 soon. Being one of the largest travel platforms in the country, our aim is to not only ensure seamless, instant booking, but also a delightful journey. We strive to enrich customer experience by making every transaction transparent, honest and hassle free.

To stay ahead of the curve, we are working aggressively towards our ambition to make travel affordable for all. With this customer centricity at our core, we strive to make Paytm Travel synonymous with a trustworthy travel partner.

About the team:

This Team is involved in revenue management, vendor management and strategies to get new business and make travel profitable entity

About the role:

  • Provide best in class service & customized solutions to individuals through lateral thinking and excellent knowledge of travel along with exceptional leadership skills
  • Manage a team of individuals managing the contact center volumes of Voice and Non voice verticals
  • Provide exceptional customer service and manage Operational metrics to drive success


Requirement:

  • Minimum 3 years’ experience into Domestic/International customer service Travel Process as a Team Leader on papers
  • GDS knowledge mandatory (Amadeus/Galileo)
  • Knowledge of Fares and Ticketing is must
  • Should be well aware about the operation metrics such as SLA, CSAT, DSAT, Attrition / Shrinkage
  • Work with other departments to ensure that the knowledge base is aligned with business goals and objectives
  • Past experience in driving FRT/ART, Answering Levels and Reopen/Repeat
  • Strong Data Analytics in terms of driving Insights and solutions through big data
  • Identify and Recruit the Customer support team to align and drive business and provide First call resolution to the customers
  • Skilled in coaching and mentoring, a quick learner who grasp and put into application new learned ideas and concepts
  • Should be able to device the best methods for communication of plans/targets to the team so as to minimize the expectations vs delivery gap
  • Setting team goals and monitoring and measuring any red flags and performance on regular basis
  • Monitoring and Optimizing key metrics to drive efficient Operations
  • Robust experience into Manpower planning, Shrinkage planning and staffing
  • Hands on experience in roster and planned/unplanned shrinkage planning
  • Should be able to handle and raise alarm on any spikes in terms of volumes
  • Monitor the Quality parameters as suggested by the management
  • Validate and conduct the audits on the acquisitions and sales done by the team
  • Destination Information with A Passion for Leisure Travel Product Knowledge
  • Basic Knowledge of International & domestic Travel Products, Airfares, Itineraries, Routings & Airlines
  • Exposure to End to End Travel Servicing Including Hotel / Car/ Trains/ Buses
  • Exposure to Customer Handling and escalated cases
  • Exceptional collaboration and networking skills to drive product and tech insights
  • Managing high call volumes and delivering exceptional quality services to our customers
  • Fluent communication skills (written and oral) in English and Hindi


Academic Background:

  • Graduate with excellent Oral and Written Communication Skills In English and Hindi


Functional Skills/Capabilities:

  • Knowledge of International and domestic travel products, services & value propositions
  • Time Management
  • Team Management
  • Workload Management
  • Leadership skills


Knowledge of Platforms

  • MS office suits (Excel, Word)
  • GDS Platforms: Amadeus, Galileo
  • CRM Experience (Freshdesk preferred)


Why join us:

We support our people by providing a range of flexible working options so they can work in the way that best suits them. We also offer you the opportunity to develop your career, working in a diverse and inclusive workplace where the diverse backgrounds, perspectives and life experiences of our people are celebrated and create a great place to grow, thrive and belong. Most importantly, for us Work is Fun!!

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!

Skills

Management and Manufacturing
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