Designation: Manager - Call Center

Company Information:

Innoviti Payment Solutions (Innoviti) started its payments business in 2008. It quickly established itself as a pioneer on innovation and leader of execution in the payments space. Processing over 3B$ worth of payments annually from 700+ cities in India, the company has grown at a CAGR of 50+% over the past 3 years. Marquee brands such as such as Reliance Retail, Landmark Group, Indigo, Inox, PVR, Titan, Walmart and others.

With marquee investors - The Titan Company, Catamaran Ventures, Bessemer Venture Partners and SBI-FMO, the company is well capitalized to drive its vision.

Our vision is to reduce the cost of accessing money for everyone. This will help fuel economic growth in a small way.

Our mission is to organize the flow of money to do this.

The company has created a payments platform that helps in doing this. This platform has a unique ability to add intelligence to traditional payment channels helping businesses reduce cost and enhance sales. Four kinds of businesses get attracted to use these channels.

a) Merchants who want insights into customer payments for better control and reduced payment back-office operations.

b) Brands who want to drive preference for their products through lower cost and better controlled promotions at these merchants.

c) Financial service providers such as payment entities, wallets, employee benefit cards, who want to drive preference for their payment instrument.

d) Banks and lenders who want to get access to customers at these merchants to offer them loans at a lower risk and cost than other channels.

Innoviti is addressing these customers through two key propositions - a) uniPAY Next - a set of consumer payment and lending services and b) smelending.com - a set of short-term working capital services for small businesses.

Over the past two years the company has invested heavily in building up the platform. It is now ready to disrupt the business by changing the way payments platforms add value and attract and onboard customers. It would do this by:

a) Making the platform open to onboard customers easily,

b) Changing distribution models to reach 100X customers, and

c) Allowing more intelligence to the channels.

To drive this roadmap the company is looking for talent who are ready to do what no payments platform has done before and what every payment platform will do thereafter.

Job Description:

Job Designation : Manager, Call Center

Location : Bangalore

Reporting to : Senior Manager - Service Assurance

Responsibilities:

The incumbent will be responsible for managing the operations of the call center. Define the work plan, resource needs, timelines, risks and budget, implement call center strategies and operations, improving systems and processes, manage the staff and ensure adherence to quality standards.

Duties:

- Manage call center team for 24x7 support.

- Would be responsible for adhering to TATs.

- Daily training and assessment of call center team about issues handling and resolution.

- Prepare SOPs for team - issues resolutions and communication templates to customers.

- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling, rostering; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.

- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends and present to senior management.

- Should have experience setting up regular and premium support desks.

- Manage various channels of support - Voice, Email, Whatsapp, app etc.

Skills & qualifications:

Bachelors / Masters- degree from tier 1 colleges

- The incumbent will have 8+ years- experience and atleast 4+ years- in the leading large call center teams.

- Customer focused with a passion for customer service.

- Excellent written and verbal communication skills.

- Experience in managing processes and emphasizing excellence.

- Experience in setting up and implementing call centers

- Achievement oriented, good positive energy and enthusiasm towards meeting the goals and targets.

Personality:

Person should enjoy the challenge of an entrepreneurial environment be able to deal with complexity and rapid change. Needless to mention, the person should be self-driven, results-oriented with a positive outlook and impeccable integrity. He/She would have a track record of delivering results consistently in uncertain environments and extreme pressures. Excellent communication skills with an ability to manage crucial conversations with very senior external stakeholders.

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