Job
Description
What You'll Do:
Lead and inspire a team of Customer Care Specialists by continuously developing and supporting them, Manage the daily workflow and ensure KPIs are being met making sure the company SLAs, quality, tone of voice, and key metrics are being met across the Customer Care Organization, Lead team meetings and weekly 1-1s with all members, providing support and feedback on open cases as needed, and guiding wider discussions on skill and career development, Utilize the quality assessments of your team members solved cases, providing helpful feedback on how to improve further where applicable, Take a leading role in the onboarding and training of new team members, which includes company products, how to use our tools, issue troubleshooting and resolution best practices, while ensuring that each specialist is ramped up quickly, Foster a data-driven mindset, using Reports/Dashboards to analyse metrics to inform senior management on performance, market conditions, fluctuations in numbers and needsIdentify opportunities for process automation and optimization, implement changes to enhance the customer experience, with a focus on scalability and driving customer satisfaction, This role is based in Gurgaon, India It supports our EMEA business and work hours will be between 1230pm IST 930pm IST, Act as the key interface between Customer care team and the wider business; communicate on regular basis with product and operations teams, participate in global and cross-department projects to make sure all the processes and the team are aligned, Who You Are: Demonstrated success with over 5years of overall experience, including at least 3 years in a team leadership role, Experience in the digital sector is a bonus, Language Skills: Fluent in English, Strong analytical skills and data driven mentality In-depth knowledge of performance metrics, Creative problem solving and critical thinking skills with a bias towards action High agility to adapt to changes in a fast-paced environment while finding creative fixes with an attitude of "doing things right", Enjoy working as a true owner: assuming responsibility and commitment to ambitious goals Extremely proactive A strong desire to succeed and demonstrated self-starter who thrives in a team environment Exceptional communication, leadership and organizational skills Able to communicate effectively, provide constructive feedback, mentorship and coaching, Strong self-awareness and openness for feedback and coaching Strong people focus You enjoy building and developing teams even within challenging times and know how to make complex decisions thinking on the whole team, Ability to see the big picture and cascade it to the team to ensure continuous alignment with company/department goals, Strong knowledge of MS Office applications (Word, Excel, Outlook, PowerPoint) essential, We acknowledge that many candidates may not meet every single role requirement listed above If your experience looks a little different from our requirements but you believe that you can still bring value to the role, wed love to see your application! Who We Are: Criteo is the global commerce media company that enables marketers and media owners to deliver richer consumer experiences and drive better commerce outcomes through its industry leading Commerce Media Platform, At Criteo, our culture is as unique as it is diverse From our offices around the world or from home, our incredible team of 3,600 Criteos collaborates to develop an open and inclusive environment We seek to ensure that all of our workers are treated equally, and we do not tolerate discrimination based on race, gender identity, gender, sexual orientation, color, national origin, religion, age, disability, political opinion, pregnancy, migrant status, ethnicity, marital or family status, or other protected characteristics at all stages of the employment lifecycle including how we attract and recruit, through promotions, pay decisions, benefits, career progression and development We aim to ensure employment decisions and actions are based solely on business-related considerations and not on protected characteristics As outlined in our Code of Business Conduct and Ethics, we strictly forbid any kind of discrimination, harassment, mistreatment or bullying towards colleagues, clients, suppliers, stakeholders, shareholders, or any visitors of Criteo All of this supports us in our mission to power the worlds marketers with trusted and impactful advertising encouraging discovery, innovation and choice in an open internet, Why Join Us: At Criteo, we take pride in being a caring culture and are committed to providing our employees with valuable benefits that support their physical, emotional and financial wellbeing, their interests and the important life events We aim to create a place where people can grow and learn from each other while having a meaningful impact We want to set you up for success in your job, and an important part of that includes comprehensive perks & benefits Benefits may vary depending on the country where you work and the nature of your employment with Criteo When determining compensation, we carefully consider a wide range of job-related factors, including experience, knowledge, skills, education, and location These factors can cause your compensation to vary, Show
