PhonePe is looking for Operations Analyst/ Analyst – WFM in Bangalore, India. Candidates with Bachelor’s Degree or MBA are eligible to apply for this position. The complete information, eligibility criteria, and requirements are provided below.
Job Description:
| Company Name | PhonePe |
| Position | Operations Analyst/ Analyst – WFM |
| Qualifications | Bachelor’s Degree/ MBA |
| Batch | 2018/ 2019/ 2020/ 2021/ 2022/ 2023/ 2024 |
| Experience | Freshers/ Experienced |
| Location | Bangalore, India |
Key Responsibilities for Operations Analyst:
- Monitor critical process deliverables on a daily basis.
- Execute routine tasks essential for service delivery according to defined schedules.
- Coordinate with internal teams or external service providers to identify and resolve delays or failures in process deliverables.
- Collaborate with various teams, external partners, and vendors to ensure the smooth execution of processes, meeting desired service levels.
- Regularly monitor process execution and proactively address factors that may impact the process.
- Define, develop, and communicate key metrics and business trends to partner and management teams.
Key Responsibilities for Analyst – WFM:
- Proactively manage and monitor daily queues through RTM Systems, collaborating with Inhouse and Vendor Operational teams to optimize adherence to schedules.
- Monitor intra-day KPIs to assess impacts on business operations, including SL, Call Volume, AHT, Absenteeism, ART, FRT, etc.
- Process necessary short-term adjustments to schedules, encompassing PTO, off-line tasks, changes to 1:1 and Team learning sessions, and govern vendor line adherence.
- Manually adjust agents’ skills based on direct requests, pre-planned changes, and reactions to forecasted volume shifts.
- Identify and report issues affecting productivity proactively, partnering with Operations and other Support Functions to communicate and manage impacts on Customers and Operations teams.
- Prepare analysis and insights for the business to facilitate robust decision-making aimed at improving efficiency and performance in a customer-focused manner.
- Analyze and understand Productivity, Shrinkage, Occupancy, Attrition, and Staffing trends in collaboration with the Internal WFM team.
- Collaborate with other members of the WFM teams in forecasting, scheduling, HC Planning, etc.
Eligibility Criteria:
- Hold a Bachelor’s Degree.
- Hold a Bachelor’s degree in engineering, Computer Science, Math, Statistics, or a related discipline from a reputable institute, or an MBA from a recognized institute.
Preferred skills:
- Preferably possess very good MS Office skills, with a minimum of 1 year of work experience in any Workforce Management (WFM) discipline.
- Knowledge of Avaya or any ACD is an additional advantage.
- Demonstrate exceptional written and verbal communication skills.
- Exhibit the ability to multitask and handle a diverse range of requirements.
- Possess relevant work experience, if applicable.
- Showcase strong problem-solving and analytical skills.
- Technical capabilities, including proficiency in Excel and data monitoring/extraction through SQL or other database queries, would be advantageous.
- Understanding of Mutual Funds and Stock Broking is an additional advantage.
About Company:
PhonePe was founded in December 2015 and has emerged as India’s largest payments app, enabling digital inclusion for consumers and merchants alike. With 46+ crore (460+ Million) registered users, one in four Indians are now on PhonePe. The company has also successfully digitized 3.5+ crore (35+ Million) offline merchants spread across Tier 2,3,4 and beyond, covering 99% pin codes in the country. PhonePe is also the leader in Bharat Bill Pay System (BBPS), processing over 45% of the transactions on the BBPS platform. PhonePe forayed into financial services in 2017, providing users with safe and convenient investing options on its platform. Since then, the company has introduced several Mutual Funds and Insurance products that offer every Indian an equal opportunity to unlock the flow of money and access to services. PhonePe has been recognized as the Most Trusted Brand for Digital Payments as per the Brand Trust Report for two consecutive years (2022 & 2023) by Trust Research Advisory (TRA).
How To Apply?
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