Verified Job
Customer Support / TeleCaller
Manager Customer Care Outsourcing
Customer Support / TeleCaller
#328487
Remote / WFH
Job Description
Customer Success @Dream11:
To be a ‘user-centric’ company is at the core of everything we do at Dream11. The Customer Success team comprises passionate Dreamsters that work tirelessly towards enhancing the playing experience for over 150 million sports fans on Dream11 with the proper training and quality of work. Customer service is not a department but an attitude. So if you are committed to delivering a world-class customer service experience, this is the team for you.
Your Role:
• Rolling out RFP and inviting bids for new projects
• Reviewing bids and recommending which bid should be accepted based on price, qualification of the vendor, and other factors
• Preparing/amending the SOW/SOP/governance model of existing and new processes
• Reviewing the performance of vendors on a recurring basis, using RCA methodology to understand the challenges
• Proposing solutions/strategies based on data analysis which will help the partners to achieve the KPIs
• Ensuring the teeth-to-tail ratio is intact at the partner site and escalating any concerns immediately
• Listening/auditing calls/cases randomly to identify any product/process gaps and share the feedback with the training team
• Collaborating with info-sec/finance/IT teams internally/externally to close any audits/disputes/access requirements
Qualifiers:
• 3+ years of experience in managing BPO partners
• Experience in preparing an SOW/SOP/Governance model for partners
• Expertise in working with CRM tools like Zendesk, Freshdesk, Jira, etc.
About Dream Sports:
Dream Sports is India’s leading sports technology company with 160 million users, housing brands such as Dream11 , the world’s largest fantasy sports platform, FanCode , a premier sports content & commerce platform, Dream Capital , a CVC and M&A arm and DreamSetGo , a sports experiences platform.
Dream Sports is based in Mumbai and has a workforce of close to 1,000 ‘Sportans’. Founded in 2008 by Harsh Jain and Bhavit Sheth, Dream Sports’ vision is to ‘Make Sports Better’ for fans through the confluence of sports and technology.
For more information: https://dreamsports.group/
Dream11 is the world’s largest fantasy sports platform with 150 million+ users playing fantasy cricket, football, kabaddi, basketball, hockey, volleyball, handball, rugby, futsal, American football & baseball, on it. Dream11 is the flagship brand of Dream Sports, India’s leading Sports Technology company and has partnerships with several national & international sports bodies and cricketers
To be a ‘user-centric’ company is at the core of everything we do at Dream11. The Customer Success team comprises passionate Dreamsters that work tirelessly towards enhancing the playing experience for over 150 million sports fans on Dream11 with the proper training and quality of work. Customer service is not a department but an attitude. So if you are committed to delivering a world-class customer service experience, this is the team for you.
Your Role:
• Rolling out RFP and inviting bids for new projects
• Reviewing bids and recommending which bid should be accepted based on price, qualification of the vendor, and other factors
• Preparing/amending the SOW/SOP/governance model of existing and new processes
• Reviewing the performance of vendors on a recurring basis, using RCA methodology to understand the challenges
• Proposing solutions/strategies based on data analysis which will help the partners to achieve the KPIs
• Ensuring the teeth-to-tail ratio is intact at the partner site and escalating any concerns immediately
• Listening/auditing calls/cases randomly to identify any product/process gaps and share the feedback with the training team
• Collaborating with info-sec/finance/IT teams internally/externally to close any audits/disputes/access requirements
Qualifiers:
• 3+ years of experience in managing BPO partners
• Experience in preparing an SOW/SOP/Governance model for partners
• Expertise in working with CRM tools like Zendesk, Freshdesk, Jira, etc.
About Dream Sports:
Dream Sports is India’s leading sports technology company with 160 million users, housing brands such as Dream11 , the world’s largest fantasy sports platform, FanCode , a premier sports content & commerce platform, Dream Capital , a CVC and M&A arm and DreamSetGo , a sports experiences platform.
Dream Sports is based in Mumbai and has a workforce of close to 1,000 ‘Sportans’. Founded in 2008 by Harsh Jain and Bhavit Sheth, Dream Sports’ vision is to ‘Make Sports Better’ for fans through the confluence of sports and technology.
For more information: https://dreamsports.group/
Dream11 is the world’s largest fantasy sports platform with 150 million+ users playing fantasy cricket, football, kabaddi, basketball, hockey, volleyball, handball, rugby, futsal, American football & baseball, on it. Dream11 is the flagship brand of Dream Sports, India’s leading Sports Technology company and has partnerships with several national & international sports bodies and cricketers
