Innoviti - Manager - Call Center

Company Information:

Innoviti Payment Solutions (Innoviti) started its payments business in 2008 and established itself as a pioneer in the use of technology to help businesses across the retail supply chain to better organize the flow of money in their operating cycle.

Innoviti's aim is to fuel India's growth by helping drive a cashless economy. Using its indigenous developed technology and constant innovation, it has delivered differentiated solutions for payments automation, consumer credit distribution and SME lending that have become a benchmark in their respective markets.

Using Innoviti's payment automation and SME lending platform, merchants can offer multiple flexible payment mechanisms (credit/debit cards, mobile-Wallets, UPI-app based payments, Meal & Loyalty Cards etc.) to their end customers, as well as get an access to cost-efficient working capital loans for their inventory purchases. Thus, by helping merchants to optimize the efficiency of money flow across their entire business cycle, Innoviti helps them to both save costs as well as boost sales.

Leading customers such as Reliance Retail, Lifestyle, Indigo, Inox, PVR, Tanishq, WalMart are using Innoviti's products. With a client base of over 30,000+ retail merchant partners, Innoviti's uniPAY NEXT omnichannel payment automation platform processes over US$ 3 Billion of digital payment transactions annually including US$200Mn of consumer credit disbursement. Innoviti's smelending.com platform is among the largest automated digital lending platforms for SMEs in South & Southeast Asia, having disbursed nearly US$ 500 million in working capital loans to small businesses since inception.

The company has won Deloitte Asia Pacific award three years in a row and Red Herring Asia award twice. Innoviti is backed by marquee investors such as Titan, Catamaran Ventures, SBI-FMO Fund (Singapore), Bessemer Venture Partners and NIIC, Canada.

Innoviti's vision of organizing the flow of money across the supply chain is a game changer in the world of payments. This vision will lead to creating an industry akin to the ERP industry that led to organizing the flow of goods.

Innoviti's proven track record of having systematically delivered to this strategy as shown by its rapid growth and product innovation is the testimony of the leadership it demonstrates in this market. If our track record is anything to go by, we have already made a small dent in the world of payments!

We are now looking for enhancing our team with talented individuals who are ready to address more complex challenges and make a bigger dent!

Would you like to join this journey?

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. His primary responsibility would be to deliver the customer support and experience as envisaged. He/she will define the work plan, resource needs, timelines, risks, and budget, implement call center strategies and operations, be improving systems and processes, manage the staff and ensure adherence to quality standards.

Duties:

- Primary responsibility would be to deliver the customer support and experience as envisaged, Customer service standards and ensure customer satisfaction

- Would be responsible for adhering to TATs, measure KPIS and monitor them

- Need actively listen to the customer and take timely action

- Be the voice of the customer internally, collect customer feedback and ensure NPS scores

- Maintain and improve call center operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; Perform regular audits and analyses; managing system and process improvement and quality assurance programs.

- 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 and managing premium support desks

- Continuously identify risks and plan for mitigation to ensure that timelines are met.

- Continuously communicate accurately and with clarity to internal and external stakeholders

- Put in place processes and constantly measure their efficacy towards delivering support in a timely manner to the customer. Ensure adherence to process, identify gaps and fix the same to improve efficiency and performance.

- Continuously work towards identifying the friction in the functioning of the call center and eliminate them

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

Skills & qualifications:

- 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, Problem Solver, with good People Skills, Experience in Managing Processes and Emphasizing Excellence

- Experience in setting up and implementing call centers

- Ability to get into details and troubleshoot based on situation demand. Resourceful with a solution-oriented approach and an ability to think laterally

- Ability to multi-task in a fast-paced environment managing changing priorities

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

Personality:

A 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.