Customer Service Team Leader

Do you want to be responsible for a market-leading Customer Support Team in Hyderabad, India? If the answer is yes, then we have the perfect opportunity for you. We're looking for a Team Leader to provide exceptional customer service to over 14 million customers worldwide, supporting the day-to-day development of our colleagues within your team. The role will ensure you're a pivotal part of our International Customer Service Team that helps manage player verification aspects of the customer experience. You will need to show quick learning ability and a high level of adaptability to different products and be able to adjust to varying communication channels (such as Live chat, email, etc.). KEY RESPONSIBILITES​ ​The role of Team Leader will ensure you play a pivotal role in assisting the management team through a combination of ongoing and ad hoc duties in accordance with Group Instruction. You will be required to handle difficult and/or complicated issues raised by the Groups' customers, manage escalated cases and issues while also dealing with real-time queries. It will be your responsibility to assist with on-the-job training, mentoring and coaching to the Support Services team, ensuring that they are motivated and influenced throughout to help them deliver high-performing KPI results and meet our core company values. The Team Leader will also be required to provide ad hoc project support when needed by the business, in accordance with business instructions. Reporting directly to the Customer Services Team Manager, the Team Leader will: Supervise and act upon operational activity (volumes, key performance indicators/metrics, performance plans, trends, etc.) Monitor and act upon intraday shift performance based on dashboards and information reporting Report, analyse and act upon agent performance output and quality Be responsible for preparing and conducting team and one-to-one meetings, huddles, mentoring and side-by-side coaching, quality reviews, performance appraisals Act as the Voice of the Customer for management, summarise customer issues and follow-up actions Handle agent and system escalations, customer queries and regulatory body complaints Liaise with Realtime function and optimise/amend agent schedules Act as focal point for inter-departmental queries Demonstrate an ability to communicate and empathise with customers directly, thereby assisting with the development of team members to deliver best practice resolutions Manage resources to ensure products/brands/licenses are launched efficiently and with minimum impact on service levels Develop and leverage strategies to ensure high performance and delivery from team

Flutter Entertainment is the world's largest sports betting and iGaming operator with 13.9 million Average Monthly Players worldwide and an annual revenue of $14Bn in 2024. We have a portfolio of iconic brands, including Paddy Power, Betfair, FanDuel, PokerStars, Junglee Games and Sportsbet. Flutter Entertainment is listed on both the New York Stock Exchange (NYSE) and the London Stock Exchange (LSE). In 2024, we were recognized in TIME's 100 Most Influential Companies under the 'Pioneers' category—a testament to our innovation and impact. Our ambition is to transform global gaming and betting to deliver long-term growth and a positive, sustainable future for our sector. Together, we are Changing the Game. Working at Flutter is a chance to work with a growing portfolio of brands across a range of opportunities. We will support you every step of the way to help you grow. Just like our brands, we ensure our people have everything they need to succeed. Our Hyderabad office, located in one of India's premier technology parks is the Global Capability Center for Flutter Entertainment. A center of expertise and innovation, this hub is now home to over 900+ talented colleagues working across Customer Service Operations, Data and Technology, Finance Operations, HR Operations, Procurement Operations, and other key enabling functions. We are committed to crafting impactful solutions for all our brands and divisions to power Flutter's incredible growth and global impact. With the scale of a leader and the mindset of a challenger, we're dedicated to creating a brighter future for our customers, colleagues, and communities.