Customer Service Team Leader
Hyderabad, India
Operations – Customer Service /
Full-Time, Permanent /
On-site
DAZN is looking for a Customer Service Team Leader to deliver a world class customer experience to Global sports fans. DAZN is a revolutionary live and on demand sports streaming service which puts fans first and Customer Services is at the forefront of this ethos.
In this role you will motivate, lead and manage a team of agents to ensure any experience of DAZN Customer Service through their team positively impacts brand advocacy, loyalty and leads to DAZN retention.
You will work closely with all internal departments of the organisation and external partners to develop and improve processes to drive quality and productivity improvements of both own and team performance.
Highly motivated with a drive to achieve and exceed team targets. Supporting the management of and daily running of the Customer Service teamto drive the performance and improvement of customer service. Demonstrating effective coaching and role-modelling of best practice, supporting the effective management of resource to deliver against SLAs. You will be responsible for leading a dynamic team to ensure they deliver and exceed performance and quality targets. You will be a creative, high energy people person, ready to work in a challenging and fast-moving environment, shaping our business to deliver results
Other day to day tasks include but are not limited to monitoring and improving daily, weekly, monthly and quarterly performance, creating, reviewing and delivering internal reporting, managing and reviewing the team development, proactively address training and improvement needs and taking ownership of escalations and VIP support.
Roles and Responsibilities
- Manage and develop a team of Customer Service agents in a 24/7 environment, using a range of tools to support DAZN customers in all types of requests (troubleshooting, billing, retention, acquisition, etc)
- Put in place measurement and quality systems, develop people, and improve the customer experience for our customers, while delivering high quality, analytical reports on Customer Service output on a daily, weekly and monthly basis
- Capture and analyze all customer service datato drive KPI improvements which include but are not limited to: quality, productivity, net promoter score, customer satisfaction and propensity to contact
- Utilise and maintain the internal and external knowledge base, help pages, internal training resources and ongoing customer service feedback to re-align materials and training methodologies
- Identify potential process improvements and work with internal and external stakeholders to manage any development work that may be required
- Communicate frequently with both internal and external teams such as product and marketing to ensure that upcoming events are planned for and current product issues are managed through to resolution
- Deliver CS training for new hires and upskilling
- Support global training initiatives/projects
- Provide input for training content to support CS agents
- Previous experience managing a customer service team
- Good understanding of Customer Service metrics
- Strong quality focus and drive to deliver world class customer service
- Strong team and process implementation
- Business level English (C1)
DO YOU HAVE THESE ESSENTIALS?
At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be.
As part of our team,you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.
DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:
AMBITIOUS – people who want to make a big impact and drive DAZN forward.
INVENTIVE – people with bright ideas who deliver great new experiences for our customers – and improvements for our business. People who come up with better, simpler ways of doing things.
PASSIONATE – people who are proud of our product, our content and our business – and love to shout about it. People who love what they do and show commitment every day.
BRAVE – people who take difficult decisions to help us focus on improving DAZN, our performance and our results.
SUPPORTIVE – people who know that we achieve more as a team than as individuals. People value inclusion and look out for each other, helping their colleagues enjoy their work and develop their careers. People who consider others before making decisions.
At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities.
Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone.
If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.
Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.
We look forward to hearing from you.
