Team Lead Customer Service

As a Team Lead you will be responsible for the performance of the team Customer Support Advisor.

Reporting to the Manager you will be part of the Customer Support Team Hyderabad who will lead coach and manage performance for the team of Customer Support Advisors and Senior Customer Support Advisors in a multi-brand contact centre environment. To plan and monitor the day-to-day performance of the customer support operation for the Digital and Retail business including proactive and reactive responses.

What you will do

• Responsible for direct leadership supervision development and engagement of Advisors and Senior Advisors to deliver excellence in Customer Service.
• Provides guidance support engagement and coaching to all direct reports along with regular meetings to drive performance.
• Monitors and delivers individual and team performance and development reviews. Conducts regular one to one meeting with team members.
• Manages all team conduct and capability conversations including investigation and formal disciplinary hearings in consultation with HR and completes all HR documentation and files.
• Evaluates provides feedback mentors and motivates employees to provide excellent customer service while improving contact quality and performance metrics.
• Monitors live or recorded contacts identifies performance gaps and conducts deep dive/root cause analysis. Coaches employees for performance improvement resolves day-to-day issues and problems provides technical leadership and answers questions accurately and professionally.
• Ensures all marketing initiatives are directly communicated to the Support team.
• Reviews the daily scheduling plan to ensure real time coverage in all areas of customer contact. 
• Reviews and submits all required reports and staffing requests and maintains transaction reports and attendance/time records.
• Drives open and transparent communication within the support teams.
• Assesses and ensures excellence as a support standard constantly. 
• Responsibility for achieving and reporting on Operational KPIs: service levels handle times and abandonment levels.
• Works with the Operations Manager to oversee the training and development of all employees.
• Takes active lead in the Customer Support recruitment process conducting interviews to customer advisor and senior advisor levels.
• Maintains product knowledge whilst offering support to each Customer Support Agent & Lead Agent.
• Maintains a team QA score that meets the department KPI for each period outlined in the annual objectives.
• Provides additional real time support and handles real time escalation requests and ensures that issues are handled correctly and accurately.
• Facilitates quality calibration meetings and ensures all updates are communicated to relevant teams from these sessions.
• Performs any other duties as assigned and required.

Qualifications :

• Experience of managing customer service teams in a contact center environment an advantage
• Fluent in English written and spoken to an excellent standard.
• Online gaming support center experience an advantage

Additional Information :

We know that signing top players requires a great starting package and plenty of support to inspire peak performance. Join us and a competitive salary is just the beginning. Working for us you can expect to receive great benefits like:

Safe home pickup and home drop (Hyderabad Office Only)
Group Mediclaim policy
Group Critical Illness policy
Communication & Relocation allowance
Annual Health check

And outside of this youll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

At Entain India we do whats right. Its one of our core values and thats why were taking the lead when it comes to creating a diverse equitable and inclusive future - for our people and the wider global sports betting and gaming sector. However you identify across any protected characteristic our ambition is to ensure ourpeople across the globe feel valued respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate ensuring ethical and compliant hiring practices globally.

Should you need any adjustments or accommodations to the recruitment process at either application or interview please contact us.

Remote Work :

No

Employment Type :

Full-time