Team Manager – Palayan
Core
Lead a team of 18-20 associates in an online gaming customer service line of business, driving performance metrics, telephony metrics, utilization, productivity, attendance, and attrition goals.
Role type
Team Manager (Customer Service Operations)
Builds
Customer service operations for online gaming clients
Domain
Gaming industry / Customer Service
Deliverable
client delivery
Required skills
Team management, performance metrics analysis, telephony operations, training and development, client relationship management, shift scheduling, data reporting
Preferred skills
Experience in online gaming support, Bachelor's degree or Associate Degree
Technologies
Telephony systems, performance tracking tools
Responsibilities
Drive results aligned with performance and telephony metrics; manage attendance tracking and queue administration; develop, train, and manage team members; establish communication with clients and resolve issues; ensure motivational programs and recognition; produce strategies based on data reports; oversee performance and service quality; relay timely and accurate reports to leadership
Seniority
Mid-level Manager