Associate Director at Gameskraft
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Gameskraft - Team Leader/Senior Team Leader - Customer Experience (4-9 yrs)
DO THE BEST WORK OF YOUR LIFE :
As a Team Leader you will provide guidance, instruction, direction, and leadership to a group of individuals (the team) for the purpose of achieving a key result or group of aligned results. The team leader monitors the quantitative and qualitative achievements of the team and reports results to the Operations/Sr.Operations Manager.
- You need to provide the VERY WOW Experience to all our end Customers! If you think you can, then ONLY, Please apply-
- A high performance, high velocity environment at the cutting edge of growth and technology in the online gaming industry.
- An empowering culture which encourages taking ownership, sharing ideas and growing along with each product we launch.
- Continuous peer learning and up skilling via brown bag sessions from in house and industry leaders.
WHAT YOU'LL DO :
- Ensure efficient and prompt handling of day-to-day operations with Customer support team
- Provide consistent, balanced, and timely performance feedback on CSE performance.
- Coach the team to ensure the quality of Customer Experience meets the appropriate standard.
- Effectively communicate and manage change in operating procedures and processes to ensure staff understanding.
- Coach develop and engage the CSEs to increase their abilities while enhancing their own careers.
- Effectively manage customer escalations
- Ensure complete participation and contribution in organisation/process level initiatives (e.g.FCR/FTR, Enhancement, Absenteeism & Attrition control) that may be implemented from time to time to improve quality and efficiency.
- Ensure the team and individual KRAs are met, EXPLICITLY to provide WOW Experience to end users
- Apply timely performance standards and Processes.
- Provide statistical and performance feedback and coaching on a regular basis for each team member.
ELIGIBILITY CRITERIA :
- Currently should be a Team Leader with at least 2 years in handling a customer support team.
- Must be a Graduate with overall 4 - 9 years- experience in International BPO / Ecommerce / Successful startups.
- Team lead experience with Successful start ups preferred.
- Should have managed targets and substantiated achievements under the performance category.
- Should have conducted annual reviews/appraisals in their current/previous roles.
- Aware of the Performance management processes.
- Fluency in at least one of these languages - Telugu, Hindi or Tamil. (English is Mandatory)
- Knowing all three languages is a big plus.
- Graduation is mandatory
- Effective Team Management and Customer-centric approach.
WHAT YOU'LL BRING :
- Maintains a positive and professional behavior always portraying the company in a positive image while effectively managing customer complaints/issues.
- Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.
- Bringing out the best in others to achieve maximum performance.
- Following through on inquiries and projects to ensure completion.
- Managing the performance of others seriously but tactfully
- Exhibiting patience in order to appease the most difficult clients.
- Committing to exceptional customer service
- Multitasking with ease to handle the needs of various reps at the same time.
- Most rewarding and best in class ESOP program
- Competitive compensation
- Modern office with wide range of amenities
- Daily free lunch at the office
- Excellent healthcare package, relocation benefits
- $2,500 budget for your laptop and workstation setup
- Salary Range - Min 5 lacs to 9 Lacs per annum
A hand-picked team academically associated with premium Indian institutes such as IIM, ISB, XLRI, BITS Pilani, IIT, NIT, NSIT, etc. Our team has been instrumental in building and scaling technology startups like Swiggy, Ola, Myntra, Flipkart, Google, Facebook, Moonfrog Labs, Grofers, Paytm, Snapdeal, Makemytrip, Oyo, Amazon and Hotstar.
We are looking for you! If you think you have it in you, then apply directly or simply send your resume