IN Lead- Customer Success (Gurugram)

Job Overview

Assist with the forecast and capacity planning of global team based on service-level needs.(Chats, Calls, emails, social media) 

The WFM analyst will help with building workforce management models to match the specific needs of the regions. 

 Main responsibilities include demand capacity updates, Ad Hoc headcount calculations, facilitate game-planning meetings and support of new launches.

Responsibilities:

• Define, monitor and improve key KPIs for the entire team (e.g. Chat connect time, CSAT, quality of interaction, resolution time,

etc.)

• Interpret & analyse performance data to identify opportunities for improvement in KPIs (CSAT, productivity, and quality)

• Actively seek solutions through logical reasoning and identify trends to suggest process improvements

• Lead & completely own day-to-day operations; Lead manpower planning, hiring, training & culture development

• Build a positive, motivational culture and drive outcomes

• Ensure proper training & development of all the agents

Requirements:

• Minimum qualification required is Graduation

• At least 6 years of working experience in a customer service environment of which 3 year must have been in management or

supervisor.

• High on outcome-first approach, ownership and ability to drive things independently

• Hands-on experience with leading large teams (50+)

• In-depth knowledge of performance metrics / KPIs

• Advanced Excel skills for analysing large data sets.

• Proven ability to work independently and meet deadlines

• Experience with CRM tools

• Positive attitude and high willingness to learn

Benefits

Annual Performance Bonus

Night Shift Allowance

Overtime Payment

Referral Hire Bonus

Health and Life Insurance

IT Asset provided

5 days working

Paid leaves of 21 days (excluding 12 public holidays)

Team fun activities

Quarterly Team Outings

Highly talented, dependable co-workers in a global, multicultural organization

Our teams are small enough for you to be impactful

Our business is globally established and successful, offering stability and security to our Team Members

Our Mission

Our mission is to be an everyday entertainment platform for everyone

Our Operating Principles

1. Create Value for Users

2. Act in the Long-Term Interests of Sporty 

3. Focus on Product Improvements & Innovation 

4. Be Responsible 

5. Preserve Integrity & Honesty 

6. Respect Confidentiality & Privacy 

7. Ensure Stability, Security & Scalability 

8. Work Hard with Passion & Pride

Interview Process

On-site 30 min Aptitude Test

On-site screening with our Talent Acquisition Team

On-site 20 min writing test

On-site interview loop with 2 x CS Team Members (30 mins each)

Followed by an offer discussion on the same day

Working at Sporty

The top-down mentality at Sporty is high performance-based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.

Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results. 

As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to. 

We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.