Team Leader

YesPlay’s customer support team is currently undergoing a transformation process. The journey of transformation began when our support team almost doubled in the last 6 months as a result of the company’s significant growth. As part of the departments’ growth, the YesPlay customer support team uses a well-known and industry-best support CRM solution to optimize the way in which customer support queries are addressed. The team requires a strong, determined, well-organised, experienced and energetic team leader to elevate YesPlay’s support processes and the customer support team as a whole.

Expectation: Due to the exponential growth within the department, we expect that this candidate will assist the department head in building, implementing and monitoring adherence of new customer support processes. As a Team Leader, you will support the department’s results and ensure the smooth operation of the team with the guidance of the department head. We have a ton of challenging tasks and resources to stimulate the Team Lead to make things happen for them!

The candidate will be required to:

analyse any gaps and understand possible improvements in our support to customers.
assist in refining the strategy for support at YesPlay. This should include a clear vision for our customer support department, contextual help and omni channel support.
collaborate with the department head on the direction and a strategy for our growing customer support team by defining key output metrics for support as well as the input metrics that drive them.
help the team make a lasting impact on our customer’s experience with YesPlay.
lead and grow the support team to reach their fullest potential of becoming driven and high performing individuals.
work along side the department head with cross functional teams, all focused on a common mission to provide an excellent and seamless customer experience.

Responsibilities:

Monitoring and motivating the team to ensure that daily, weekly, and monthly KPI targets are met and observed.
Monitoring daily, weekly and monthly efficiency and activities of agents ensuring timely responses to incoming inquiries in terms of internal SOPs and SLAs.
Collaborating with HR to combat disciplinary issues within the team and explore opportunities of growth and incentives within the team.
Gathering information to analyse problems and produce solutions in taking the initiative by going beyond job responsibilities and identifying opportunities for improvement with a "can do" attitude.
Partial onboarding of new agents joining the Customer Support team.
Develop the growth of existing agents based on defined plans and promote continual agent and team growth with the assistance of HR.
Understanding the broader implications of team engagement and how they relate to the goal of reducing attrition and absenteeism.
Organising monthly/weekly one-on-one sessions with the team to discuss performance and goals.
Improving customer satisfaction rate via reviews and increase growth of positive feedback from customers.
Write, update and monitor scripts for agents' responses. Develop and implement internal SOPs for customer support agents and the department as a whole.
Staying current with industry trends and advancements.
Monitoring random customer engagements to enhance quality, reduce errors, and track operational performance.
Evaluating team performance, identify training needs, and schedule training sessions with relevant team.
Leading and preparing the customer support department administratively (including but not limited to preparing agent's rosters and shift schedules, overseeing transportation roster and ensuring internal customer support SOPs are up to date, as well as preparation of performance reports using internal CRM tool etc.)
Daily monitoring and overseeing of support operations across multiple channels, including but not limited to livechat, email, telephone and social networks.
Effectively collaborating with the Head of the Department and Operations, Product and Technology teams to enhance our product within a customer-focused world.
Generating and presenting the Head of Department and Operations customer support ideas and solutions which aim to combat frequent customer complaints and address unexpected use-cases.
Reporting of system issues to the Head of Customer Support and Operations team.

Required skills and experience:

Strong and consistent leadership skills with the ability to manage customer support KPIs daily, weekly, monthly and yearly. Candidate must have a solid understanding of KPIs and how to measure, adjust and achieve them.
Capable of handling the implementation and driving of KPIs within a growing team and individually.
+3 years experience in leading and managing a support team of over 10 people.
Ability to lead change and healthy customer support habits by setting direction with an employee-centric vision.
Have a successful track record for managing growing teams, finding the right balance between performance, wellbeing, and development individually and as a team.
Must be passionate about leading people and supporting each member of the team to achieve their full potential.
Familiar with Zendesk or similar customer support tool(s).
Must be meticulous and good analytical skills (particularly good with Excel).
Be a critical and analytical thinker with a strong focus on operational excellence within the customer support team.
Consistent management of team and ability to use data and metrics, both qualitative and quantitative.

Industry
Gambling Facilities and Casinos
Employment Type
Full-time