Customer Service Operations Manager

9277 India, Hyderabad Player Support Services Permanent

We are looking for an Operations Manager to join our busy and dynamic team based in our Hyderabad office.

Why we need you:

You will be responsible for maintaining service levels, monitoring and reporting on team performance, as well as conducting all facets of people management. We’ll expect you to use motivation as a key driver to ensure performance is achieved in all KPI areas whilst maintaining a high level of morale at all times. In addition, you will also be required to provide ad-hoc project support when needed. You will work on a variety of day, night and swing shifts.

Who are we looking for:

We are looking for an Operations manager, who would monitor and act upon operational activity (volumes, key performance indicators/metrics, performance plans, trends, etc) and perform regular reports, analyze upon agent performance output and quality. Preparing and conducting team and one-to-one meetings, mentoring and side-by-side coaching, quality reviews, performance appraisals, recruitment selection and reward/recognition initiatives etc.

A person who will act as focal point for inter-departmental queries demonstrating an ability to communicate and empathize with customers directly, thereby assisting with the development of team. You will be planning and using strategies that ensure high performance and change management.

We expect you to have previous people management experience in contact center and/or gaming as well as experience in inspiring change at different levels. You will demonstrate decision-making skills and have the ability to think on your feet and to motivate staff. You will be a leader in a multi-cultural environment and will have a proven record in implementing motivational programs. A person with strong ability to analyze and review team performance as well as to communicate expectations and instructions clearly. You should be able to work in a high-volume environment, have outstanding planning and organizational skills. Ability to understand in-depth internal procedures and policies in a multi-channel support environment.

As the ideal candidate, you will have:

Educational background/degree in related field will be an advantage as well as knowledge of: online and/or brick-and-mortar Poker, Casino or Sportsbook, international document verification, KYC and AML/CFT procedures, credit card fraud, online payment processing, online social gaming industry. Proficiency in any additional languages.

What’s in it for you?

We aim to be the world’s favorite iGaming destination so we offer a competitive salary and generous benefits package, to reflect your role, talents, and experience. Our benefits include a discretionary annual performance bonus, premium health, and dental insurance, and a generous company contribution into a private pension scheme each month.

As an advocate of work/life balance, we offer an annual personal interest allowance where we support personal learning outside of working hours; e.g. driving lessons, cookery classes, and circus training. We also have an Employee Assistance Programme where you receive complimentary and confidential support from professionals who offer independent advice 24/7. To support you in developing your skills and career, we will provide ongoing training.

What happens next?

We will aim to get back to you as soon as possible. If you meet the criteria you will be invited to a phone discussion followed by a face-to-face or Skype interview and written assessments.

 Company related links:

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The Group 

PokerStars is part of Flutter Entertainment Plc, a global sports betting, gaming and entertainment provider headquartered in Dublin and part of the FTSE 100 index of the London Stock Exchange. Flutter brings together exceptional brands, products and businesses and a diverse global presence in a safe, responsible and ultimately sustainable way.

We are an equal opportunity employer that values diversity. We do not discriminate on any protected characteristic as defined by applicable law.

We will look to provide reasonable accommodation for applicants with disabilities to participate in the job application or interview process. If you need assistance, please contact:

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