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Team Manager

This is essential to create high performing teams so that we are able to deliver the most memorable experiences to our customers/players. It is a never-ending effort to motivate the team, to ensure there is adequate cover for any shift, and that their performance is never anything less than the best possible. This is not a job where you lead from your desk, you'll spend the majority of your time working amongst the team to manage, develop and encourage them so that they fully engage with your vision for what they can achieve together.

Key Responsibilities:

  • Managing a team of 8-12 support agents.
  • Work closely with Manager to monitor the chat/calls queue at all times and to implement/check processes.
  • Act as first point of escalation for customer-satisfaction/technical issues.
  • Coach & mentor team members on a day-to-day basis in order to meet business metrics.
  • Hold regular sessions with team to share information on known problems and fixes, new products & services etc.
  • Possess excellent communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment.
  • Participate in regular meetings, company releases (including reviews) and demonstrations.
  • Work with key staff to clarify resource requirements/priorities, delivering optimum scheduling at all times.
  • Develop effective management that assigns appropriate on-duty hours, break and leaves.
  • Continuously evaluate and develop improved procedures and practices for accomplishing department objectives and continually assess and frequently report back on all performance levels.
  • Drive optimum people performance and efficiently manage stakeholder relationships to measure progress against strategic objectives and individual/team targets.
  • Work alongside Training & Human Resources to recruit, train, evaluate and retain high-performing staff.
  • Provide clear direction to the team by developing, coordinating and enforcing systems, policies, procedures and department standards.
  • Promote positive inter-departmental relations/communications to establish a professional, efficient customer engagement reputation.
  • Build a strong service ethic within a multi-brand environment and encourage robust and balanced relationships within the brand teams.
  • Record and analyse customer feedback/complaints and analyse comment trends and implement any necessary action.

Knowledge, Skills & Experience:

  • Degree in Computer Science /IT related discipline with a minimum of 4-10 years experience and in the last 2-3 years as people manager, managing a team.
  • Minimum of 4 years' experience in online media.
  • Strong problem solving, customer relations & people managing skills.
  • Speak, read and write proficiently in English. Added language skills will be an advantage.
  • Good reporting and documentation skills.
  • Ability and experience to make decisions on your own when need be.
  • Work tirelessly with your stakeholders and peers; able to interact inclusively and effectively with people at all levels
  • Hard Working, Motivated and Passionate.
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Hyderabad

Grid Logic Software Private Limited
500034 Hyderabad Directions info@gridlogic.in +91 040 23332727

Workplace & culture

We are passionate about all that we do – our products, our company, our markets, our industry and everything in between. What keeps us close to each other is a shared intense desire to bring the best into the world and having fun while we’re at it! 

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email
@gridlogic.in
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