
Customer Service Leadership Role
22 hours ago
The ideal candidate will have experience managing customer service teams in a contact center environment, with a strong focus on quality at scale. As a Senior Customer Service Team Lead, you will be responsible for the performance of the team, reporting to the Manager.
Main Responsibilities:
- Lead and manage the performance of the customer support operation, including proactive and reactive responses
- Provide guidance, support, engagement, and coaching to direct reports to deliver excellence in customer service
- Monitor and deliver individual and team performance and development reviews
- Evaluate, provide feedback, mentor, and motivate employees to provide excellent customer service while improving contact quality and performance metrics
- Ensure all marketing initiatives are directly communicated to the Support team
- Review the daily scheduling plan to ensure real-time coverage in all areas of customer contact
Requirements:
- Experience of managing customer service teams in a contact center environment
- Fluent in English, written and spoken to an excellent standard
- Online gaming support center experience is an advantage
Benefits:
- Safe home pickup and home drop (Hyderabad Office Only)
- Group Mediclaim policy
- Group Critical Illness policy
- Relocation allowance
- Annual Health check
About Us:
We are a leading global sports and gaming group, established in Hyderabad in 2001. We value diversity, equity, and inclusion, and strive to create a diverse, equitable, and inclusive future for our people and the wider global sports betting and gaming sector.
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