Customer Support Team Leader
the-stars-group
Hyderabad, Telangana, India
4d ago

The role of the Team Leader is to provide exceptional customer service to the Group’s customers, support the day-to-day development of team members and to assist the management team with a combination of both ongoing and ad hoc duties in accordance with Group instruction.

This may include but is not limited to the following tasks : handle difficult / complicated issues raised by the Group’s customers, manage escalated cases and issues whilst also dealing with real-time queries, assist with on-the-job training, mentoring and coaching, motivate and influence the support services team to deliver high performing KPI results, meet service level expectations and demonstrate the core company values.

This role may require suitable candidates to work a variety of day, night and swing shifts. This role is also required to provide ad hoc project support when needed by the Group, in accordance with Group instruction.

Key Responsibilities

  • Ensure service levels are maintained on a daily basis
  • Monitor and act upon operational activity (volumes, key performance indicators / metrics, performance plans, trends, etc.)
  • Monitor and act upon intraday shift performance based on dashboards and information reporting
  • Report, analyse and act upon agent performance output and quality
  • Responsible for preparing and conducting team and one-to-one meetings, huddles, mentoring and side-by-side coaching, quality reviews, performance appraisals
  • Act as the Voice of the Customer for management, summarise customer issues and follow up actions
  • Recruitment selection and testing
  • Support with reward / recognition initiatives
  • Handle agent and system escalations, customer queries and regulatory body complaints
  • Liaise with Realtime function and optimise / amend agent schedules
  • Provide internal content updates to staff
  • Act as focal point for inter-departmental queries
  • Demonstrate an ability to communicate and empathise with customers directly, thereby assisting with the development of team members to deliver best practice resolutions
  • Manage resources to ensure products / brands / licenses are launched efficiently and with minimum impact on service levels
  • Develop and leverage strategies to ensure high performance and delivery from team
  • Other duties or projects as required by senior management
  • Essential

  • Passion for customer service
  • Contact centre and / or previous gaming experience
  • Excellent verbal and written communication and listening skills
  • A strong customer service mentality with first-rate attention to detail
  • Ability to thrive in a fast paced, target-driven environment
  • Self-motivated and able to work both independently and as part of a busy team
  • Excellent time management skills
  • Excellent decision making skills, ability to think on your feet and ability to motivate staff
  • Ability to analyse and review team performance
  • Ability to communicate expectations and instructions clearly and in a professional manner
  • Strong all-round understanding of MS Office applications, especially Word and Excel
  • Desirable

  • Supervisor / managerial experience
  • Strong leadership skills in a multi-cultural environment
  • Educational background / degree in related fields
  • Proficiency with internal tools and reports
  • In-depth knowledge of internal procedures and policies and multi-channel support
  • Experience with Customer Relationship Management tools
  • Working knowledge of online social gaming industry
  • Advanced knowledge of online and / or brick-and-mortar Poker, Casino or Sportsbook
  • Working knowledge of international document verification, KYC and AML / CFT procedures
  • Experience in credit card fraud and / or online payment processing merchant systems
  • Experience managing change at different levels (individual and team)
  • Proficiency in any additional languages
  • What’s in it for you?

    We aim to be the world’s favourite iGaming destination so we offer a competitive salary and generous benefits package, to reflect your role, talents and experience.

    Our benefits include a discretionary annual performance bonus, premium health and dental insurance and a generous company contribution into a private pension scheme each month.

  • As an advocate of work / life balance, we offer an annual personal interest allowance where we support personal learning outside of working hours;
  • e.g. driving lessons, cookery classes and circus training. We also have an Employee Assistance Programme where you receive complimentary and confidential support from professionals who offer independent advice 24 / 7.

    To support you in developing your skills and career, we will provide ongoing training.

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