TL -Call Centre Operations
PayU · Mumbai Metropolitan Region
- Experience5–8 yrs
- SalaryNot disclosed
- Work modeonsite
- Levelsenior
- Posted10 Sept 2026
About PayU
PayU is hiring in Mumbai Metropolitan Region in financial services. This role looks for around 5+ years of experience.
Skills
- Call centre operations
- Call centre training
- Quality processes
- Team management
- Process management
- CRM
- Microsoft Excel
- Microsoft PowerPoint
- Customer experience
- Service Level
- Average Handle Time
- Net Promoter Score
- First Contact Resolution
The role
A call centre operations manager at a financial services company manages customer contact processes, improves CRM workflows, and analyzes service quality metrics while developing call centre training and quality processes. The role also uses Microsoft Excel and Microsoft PowerPoint to monitor productivity and derive operational insights.
Full job description
PAYU PAYMENTS PRIVATE LIMITED
Job Title: TL/AM (Call Center Operations)
Job Location: Mumbai
Role Type: Contract
About The Role
Managing Call center operations of the front end and the backend teamsShould be well versed with Call Center Training & making Quality processesMonitoring team Performance, Productivity and Qualitative / Quantitative metrics like Service Level, AHT, NPS, Call quality, etc.Responsible for end to end customer contact processes and associated customer experienceResponsible to work with CRM teams and bring enhancements to increase upfront resolutions (FTR)Responsible for increase in C-SAT & Propose ways to tech teams to bring automations in the process.Develop partnerships with internal teams / group teams to improve speed of issues resolutions and to recommend product improvementsAbility to do qualitative and quantitative analysis into meaningful insightsShould be able to solve customer service tickets within TAT
Requirements:
5-8 yrs of experienceCall Center opsTeam ManagementProcess managementCRMProficient in MS office tools - Excel & PPT