The Rummy Passion Player Services Team Leader is responsible for managing the overall Player services, as well as improving player satisfaction and retention of all players by ensuring our players have an amazing service experience.
This role collaborates closely with the Product, Game, and Marketing teams, staying informed about their plans and priorities. You shall be managing a team of 15 people and need to manage the day-to-day activities.
Responsibilities
- Understand the Players service Business and Identify relevant KPIs
- Provide immediate supervision to players service staffs and operates with no supervision in a complex environment
- Ability to strategically manage operational responsibilities than just “getting the job done”
- Develops the team and then establish & monitors the processes which best utilize team talents for meeting goals
- Handle escalated customer service issues either through direct personal action or refer to the proper individual/department
- Proactively identify, define and solve the most complex problems that impact the functioning of the Team
- Anticipates internal and/or external business challenges recommend & develop process or service improvements plans and recommend to Manager
- Administer annual reviews and performance improvement plans
- Participate and significantly influence functional strategy
- Leads projects within the team to achieve milestones and objectives
- Team handling skills
- Ensure daily operations are handled smoothly
- Manage team roster, leaves, etc. and drive operations
- Drive daily performance of Calls, chats, and emails
- Monitor and highlight issues if any
- Taking ownership of customers issues and following problems through to resolution, including cross functional coordination
- Drive team productivity and handle players escalations
- Drive KPIs effectively
- Manage briefing sessions, address team concerns/doubts, and provide timely updates to the team members to handle player queries effectively.
- Efficiency Improvement in the team for their process and product knowledge
- Work closely with Training and QA and drive floor quality scores
- Team building activities
- Monitoring the activities on the floor in real-time and taking necessary actions promptly and setting the precedence
- Recognize high performance and reward accomplishments
- Taking ownership of tickets raised by players and providing resolutions in the most efficient manner
- End to end management of our dialer system to monitor and control all inbound and outbound calls
- Facilitate retention & marketing team by running their IVR campaigns through the dialer
Education and Experience Required
An Ideal Candidate: should have an innate interest in games, a high degree of initiative, strong written and verbal communication skills, and the ability to work in a player-oriented, fast-paced, work environment
- Minimum of 3 years’ experience in Player service as a Team Leader
- Must have experience in handling non-voice/voice processes
- Must be at least a graduate
- Gaming experience, preferably from Rummy, is an added advantage
- Should possess excellent communication skills (Written & Verbal) (English & Hindi)
- Good interpersonal and writing skills
- Ability to handle pressure