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TL -Call Centre Operations

Talentmate

India

24th August 2026

2608-60051-13

Job Description

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 teams

- Should be well versed with Call Center Training & making Quality processes

- Monitoring 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 experience

- Responsible 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 improvements

- Ability to do qualitative and quantitative analysis into meaningful insights

- Should be able to solve customer service tickets within TAT

Requirements:

- 5-8 yrs of experience

- Call Center ops

- Team Management

- Process management

- CRM

- Proficient in MS office tools - Excel & PPT

Job Details

Role Level:	Mid-Level	Work Type:	Contract
Country:	India	City:	Mumbai City ,Maharashtra
Company Website:	corporate.payu.com	Job Function:	Call Center Operations
Company Industry/ Sector:	Customer Service And Support Management And Leadership

What We Offer

About the Company

Searching, interviewing and hiring are all part of the professional life. The TALENTMATE Portal idea is to fill and help professionals doing one of them by bringing together the requisites under One Roof. Whether you're hunting for your Next Job Opportunity or Looking for Potential Employers, we're here to lend you a Helping Hand.

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