Associate Manager- Support Effectiveness- CX
About PhonePe Group:
PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.
Culture
At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right environment for you is just one of the things we do. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!
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Role: Associate Manager: Support Effectiveness- CX |
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Location: Bangalore Reporting to:Support Effectiveness Manager- CX |
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About Customer Experience Function: At PhonePe, the customer experience team takes full ownership of customers’ problems and strives to provide quick and meaningful resolution. They are the ones bettering our product every day with real-time insights and customer feedback. Function Summary: The primary goal of PhonePe CX T&Q is to build world-class learning capabilities for maximum impact on business, and consistently deliver an exceptional experience to our customers. We coach the employees to do their jobs effectively and help them be engaged, productive, and efficient. |
Job Description: Associate Manager - Support Effectiveness
About PhonePe:
PhonePe is India's leading digital payments platform, revolutionizing how millions transact. We are committed to providing seamless and exceptional customer support. Join our dynamic team and contribute to our mission of empowering users across the nation.
Function’s vision:
To build a support ecosystem delivering an expertise-driven experience in every interaction, fostering trust and unwavering loyalty.
Role Overview:
As an Associate Manager - Support Effectiveness, You will take ownership of the functional expertise and experience for assigned Lines of Business, proactively developing and implementing training, quality assurance, and performance management strategies in partnership with internal teams and vendors. Your contributions will directly enhance customer satisfaction and operational efficiency.
Key Responsibilities:
- Training & Delivery:
- Lead the design and delivery of training programs focused on knowledge, skills, and processes for internal and vendor agents.
- Maintain training curriculum and materials and own version controls.
- Maintain uniformity in cyclic TTT certification processes and ensure consistent training delivery.
- Contribute to the development of Vendor Standard Operating Procedures (SOPs) and lead version controls.
- Quality Assurance:
- Implement quality monitoring framework, utilizing quality analysis tools end to end and own the execution of the process.
- Assist in identifying root causes of recurring issues and propose solutions.
- Participate in quality calibration sessions to ensure consistency in evaluation across the ecosystem.
- Lead internal regulatory compliance audits to ensure that the function and agents are compliant to the Regulatory processes defined.
- Lead and own the functional governance for the businesses handled.
- Performance Management & Coaching:
- Partner with other teams in analyzing performance data to identify skill gaps and areas for improvement.
- Support the implementation of targeted coaching and development plans for internal and vendor agents.
- Contribute to fostering a culture of continuous improvement and recognition.
- Vendor Management:
- Assist in building and maintaining strong relationships with vendor partners.
- Lead the performance review process for vendor agents.
- Collaborate with vendors on improvement plans and ensure they have access to necessary resources.
- Stakeholder & Reporting:
- Act as a liaison between support teams and other departments, facilitating communication and information sharing.
- Assist in the preparation of reports and presentations on training and quality metrics.
- Contribute to the integration of customer insights into training and quality initiatives.
Work Environment:
- Physical Demands: Ability to work in a fast-paced environment and manage multiple projects simultaneously.
- Should be open to work related travels
- Should be open to work from the office on all the working days.
Required Skills and Qualifications:
- Bachelor's degree in a relevant field.
- Minimum of 5 years of experience in customer support, training, or quality assurance.
- Good understanding of customer support processes and best practices.
- Experience with sales processes is a plus
- Excellent communication and interpersonal skills.
- Ability to analyze data and identify trends.
PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)
- Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
- Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
- Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
- Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
- Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment
- Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy
Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.
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