IN Lead- Customer Success (Gurugram)
Job Summary
Job Description
Lead a team of customer service agents, coach them for high performance, manage escalations, and ensure service quality meets KPIs.
Must have:
- Customer Service
- Team Management
- Performance Coaching
- KPI Tracking
Good to have:
- Escalation Handling
- Process Improvement
- Team Communication
- Flexible Schedule
Perks:
- Performance Bonus
- Health Insurance
2 skills required
Job Details
Who We Are
Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform, which serves millions of daily active users across the globe via technology and operations hubs in more than 10 countries and 3 continents.
The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users and attract and retain them with a dynamic and flexible work life, which empowers them to create value and rewards them generously based upon their contribution.
We have already built a capable and proven team of 450+ high achievers from a diverse set of backgrounds and we are looking for more talented individuals to drive further growth and contribute to the innovation, creativity and hard work that currently serves our users further via their grit and innovation.
As a Team Lead, you will supervise a group of agents, monitor their work performance, and provide effective coaching. You will ensure service delivery meets KPIs, handle escalations, and conduct team meetings to facilitate communication and team activities. Staying up-to-date with internal processes and policies is essential.
Responsibilities:
• Responsible for the day-to-day supervision of a group of agents.
• Work monitoring as per organisation policy
• Regularly impart effective coaching to direct reports, ensuring consistent high-performance delivery
• Identify performance-related issues, develop an action plan for improvement and implement corrective actions
• Ensure service delivered to our customers meets Key Performance Indicator (‘KPIs’)
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalations as needed
• Conduct Team Meetings & briefings to ensure expedient communication of relevant information and as an open forum for
input. Schedule and organise team activities.
• Stay current on internal work processes, policies and procedures.
Requirements:
• Educational Qualification: Graduation
• At least 5 years of working experience in a customer service environment of which 1 year must have been in a supervisor role
• Hands-on experience with managing a team of +15 agents
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong oral and written communication skills
• Ability to lead team members, multi-tasking, prioritizations and meeting timelines of deliverables
• Ability to mentor, coach and provide direction to team members
• Willingness to work in a flexible schedule
Benefits
Annual Performance Bonus
Night Shift Allowance
Overtime Payment
Referral Hire Bonus
Health and Life Insurance
IT Asset provided
5 days working
Paid leaves of 21 days (excluding 12 public holidays)
Team fun activities
Quarterly Team Outings
Highly talented, dependable co-workers in a global, multicultural organization
Our teams are small enough for you to be impactful
Our business is globally established and successful, offering stability and security to our Team Members
Our Mission
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride
Interview Process
On-site 30 min Aptitude Test
On-site screening with our Talent Acquisition Team
On-site 20 min writing test
On-site interview loop with 2 x CS Team Members (30 mins each)
Followed by an offer discussion on the same day
Working at Sporty
The top-down mentality at Sporty is high performance-based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.
Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.
As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.
We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.
Benefits
Annual Performance Bonus
Night Shift Allowance
Overtime Payment
Referral Hire Bonus
Health and Life Insurance
IT Asset provided
5 days working
Paid leaves of 21 days (excluding 12 public holidays)
Team fun activities
Quarterly Team Outings
Highly talented, dependable co-workers in a global, multicultural organization
Our teams are small enough for you to be impactful
Our business is globally established and successful, offering stability and security to our Team Members
Our Mission
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride
Interview Process
On-site 30 min Aptitude Test
On-site screening with our Talent Acquisition Team
On-site 20 min writing test
On-site interview loop with 2 x CS Team Members (30 mins each)
Followed by an offer discussion on the same day
Working at Sporty
The top-down mentality at Sporty is high performance-based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.
Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.
As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.
We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.
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