Business Operations • Mid-Level

Who you are

You have 1-2+ years of experience in a multi-site contact center environment, performing planning functions such as MIS reports, data analysis, and capacity planning. Your strong quantitative and analytical skills enable you to analyze data effectively and draw actionable insights. You possess excellent interpersonal and written communication skills, allowing you to provide leadership and direction to your team. You are proficient in advanced Excel, capable of organizing and analyzing data in a structured manner, and have a strong working knowledge of Windows-based programs like Word and PowerPoint.

You are innovative and able to influence change within your team and the organization. You understand contact center methodologies and operational principles, which helps you challenge the current level of report delivery and bring in innovations in reporting. You are committed to building high-performing teams and providing development opportunities for your team members.

What you'll do

In this role, you will operate a MIS and Reporting team that supports the data and information requirements of operations across multiple sites and geographies. You will manage reporting and MIS resources located in various locations, ensuring effective delivery of reports and dashboards. You will lead transformation initiatives in the Reporting and MIS domain, presenting insights on operational metrics based on the reports generated. You will provide clarity and instructions to your team on expectations for each report and dashboard, building redundancies for effective delivery.

You will follow a structured roadmap to develop your team, preparing them to scale up as new automated reporting processes are set up and executed. Your responsibilities will include linking process metrics and performance metrics, setting up benchmarks for comparable projects and processes, and continuously challenging the status quo to improve reporting efficiency. You will also be involved in recruiting talent to build a robust team that can meet the evolving needs of the organization.

What we offer

At Paytm, you will be part of a dynamic team that values innovation and collaboration. We offer competitive compensation and opportunities for professional growth. You will have the chance to work with the latest tools and technologies in the reporting domain, making a significant impact on the operations of the company. Join us to help shape the future of our reporting processes and drive insights that matter.