Job Description

Company Description
Entain India is the engineering and delivery powerhouse for Entain, one of the world's leading global sports and gaming groups. Established in Hyderabad in 2001, we've grown from a small tech hub into a dynamic force, delivering cutting-edge software solutions and support services that power billions of transactions for millions of users worldwide.
Our focus on quality at scale drives us to create innovative technology that supports Entain's mission to lead the change in global sports and gaming sector. At Entain India, we make the impossible possible, together.

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, you'll 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 what's right. It's one of our core values and that's why we're 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 our people 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.

Skills Required