Business Operations - Team Lead - Bill Payments CST

About UsPaytm is India's leading mobile payments and financial services distribution company. A pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.About The RoleThe role is responsible for managing day-to-day contact center performance, ensuring service delivery excellence, operational efficiency, and high customer satisfaction. The role involves people management, SLA adherence, performance optimization, stakeholder coordination, and continuous process improvement.Key Responsibilities1. Service Delivery & Operations• Ensure adherence to SLAs, KPIs, and quality standards across voice, chat, and email channels• Monitor daily operational metrics including AHT, FCR, CSAT, backlog, shrinkage, and occupancy• Drive resolution of customer issues while ensuring com...