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, and productivity.
Role type
Team Manager (Customer Service)
Builds
Customer service operations for online gaming programs
Domain
Customer Service / Online Gaming
Deliverable
dashboards & analysis
Required skills
Team management, performance metrics analysis, telephony management, training and development, client communication, data reporting, shift scheduling
Preferred skills
Bachelor's degree or Associate Degree, experience in online gaming customer service, proactive attitude
Technologies
Telephony systems, performance tracking tools
Responsibilities
Drive results aligned with performance and telephony metrics; manage attendance and queue administration; develop, train, and manage team members; establish communication with clients and resolve issues; ensure high morale through motivational programs; produce strategies based on data analysis; oversee service quality to guarantee customer satisfaction; relay timely reports to leaders.
Seniority
Mid-level Manager