Team Lead-Ops (Gaming Support)

Work Location: Hyderabad

Education Qualification: Full-time graduation / Post graduationShifts: Night Shifts(24/7)

• Experience required: Minimum 4 years in gaming support process with at least 1 year as Team Lead (on papers), managing a team size of

• Roles and Responsibilities: As a Team Lead for the Gaming Support Process, you will oversee and manage a team of support representatives to ensure efficient operations, exceptional customer service, and team performance.

• Key Responsibilities:

Team Management:

• Lead and supervise a team of support representatives, ensuring adherence to schedules, performance targets, and quality standards.

Provide guidance, coaching, and mentorship to team members to foster professional growth and development.

• Operational Excellence:

Monitor team performance metrics such as productivity, quality, and customer satisfaction.

• Implement strategies and action plans to achieve and exceed performance goals and service level agreements (SLAs).

Quality Assurance and Improvement:

• Conduct regular performance evaluations and provide feedback to team members to enhance individual and team performance.

Implement quality assurance initiatives and process improvements to optimize service delivery and customer satisfaction.

Reporting and Analysis: Prepare and analyze performance reports and data to identify trends, areas for improvement, and operational efficiencies.

• Present findings and recommendations to management to support decision-making and strategic planning.

Team Development and Training:

• Collaborate with training and development teams to onboard and train new team members.

Facilitate ongoing training sessions and workshops to enhance team skills and knowledge in gaming support processes.

• Additional Skill Set:

Leadership and Team Management:

• Proven experience in leading and managing a team in a fast-paced customer support environment.

Ability to motivate, inspire, and develop team members to achieve individual and team goals.

Communication and Interpersonal Skills: Excellent communication skills, both verbal and written, to effectively interact with team members, stakeholders, and management.

• Strong interpersonal skills to build and maintain positive relationships within the team and across departments.

Problem-Solving and Decision-Making Abilities:

• Strong analytical and problem-solving skills to resolve complex issues and challenges promptly.

Ability to make data-driven decisions and implement effective solutions.

• Customer Focus and Service Excellence:

Commitment to delivering exceptional customer service and ensuring customer satisfaction.

• Ability to handle escalated customer issues and provide timely resolutions.

Team Collaboration and Adaptability:

• Collaborative approach to working with cross-functional teams and stakeholders to achieve common goals.

Flexibility and adaptability to respond to changing business needs and priorities.

• Additional Information:

This position requires working in permanent night shifts.

Contact recruiter:- Rishabh (9116419077)

Job Types: Full-time, Permanent

Pay: From 78,000.00 per month

Benefits:

• Commuter assistance

Health insurance

• Leave encashment

Provident Fund
Shift:

• Evening shift

Night shift

• Rotational shift

US shift

Education:

• Bachelor's (Required)

Experience:

• Gaming Support: 2 years (Required)

International BPO/KPO: 1 year (Required)

• International voice process: 2 years (Preferred)

* total work: 4 years (Required)

Work Location: In person