Customer Service Team Lead

6 days ago

Parañaque, Philippines DigiPlus Interactive Corp Full time

DigiPlus Interactive Corp. pioneered digital entertainment in the Philippines. It introduced leading platforms BingoPlus and ArenaPlus, widely known for their engaging experiences in interactive gaming and sports entertainment. DigiPlus also operates GameZone, with more to come. For more information, visit:

Responsibilities
  • Leads the customer service team that responds to either Phone, Email or Chat requests from customers
  • Responds to and resolves escalated issues and/or unique/complex requests from customers
  • Provides coaching and training to the customer service team as well as provides support to new hires and new members of the team and motivates them to achieve organizational goals
  • Monitors daily workload and makes adjustments to ensure adequate coverage and assists immediate supervisor with scheduling
  • Identifies system and workflow improvements to ensure efficiency
  • Manages the day-to-day supervision of a group of customer service specialists, including work and attendance monitoring in accordance with organization policy and applicable legal requirements
  • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
  • Identifies performance related issues, develops an action plan for improvement, implements corrective action, up to and including termination of employment
  • Ensures service delivered to our customers meets Key Performance Indicator (‘KPIs’) and financial expectations
  • Communicates expectations to employees and provides timely updates
  • Provides subject matter expertise in handling escalated customer calls as needed
  • Conducts team meetings to ensure expedient communication of relevant information and as an open forum for inputs as well as schedules and organize team activities
  • Stays current on internal work processes, policies and procedures
  • Promotes values through both behavior and attitude, including being an advocate for team members
  • Highly Engage Leader to promote a balanced fun working environment
Qualifications
  • Minimum of two (2) years experience as Customer Service Team Leader is required
  • Preferably with background in Gaming/Online Casino Industry
  • Willing and able to work on a shifting schedule
  • Willing and able to work onsite/in-office daily
  • Experienced in handling voice/chat and email lines of business
  • Has a deep understanding of Contact Center/Call Centers – Customer Service.
  • Highly motivated leader that believes in coaching and develops his/her team members to achieve exceeding performance expectations
  • Strong communication skills, both written and verbal in both English and Tagalog language
  • Has the ability to work on an on-call basis during AHOD – Emergency Operation Status
  • Ability to identify process improvements to achieve daily operational efficiency
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Administrative and Customer Service
Industries
  • Entertainment Providers
#J-18808-Ljbffr

  • Team Lead Customs

    6 days ago

    Parañaque, Philippines DSV Road GmbH Full time

    Operational and Team Management Oversee assigned countries migrated into GBS MNL Customs team. Strategize to drive process optimization, accountability, and ownership Monitor team and individual performance and ensure that performance is within expectation (based on defined SLA) Provide guidance on process design and optimization Propose process changes...

  • Team Lead Customs

    6 days ago

    Parañaque, Philippines DSV - Global Transport and Logistics Full time

    Job Req Number: 93855Time Type: Full Time Key Tasks & Deliverables: Operational and Team Management: Oversee assigned countries migrated into MNL ISSC Customs team. Develop strategies to optimize processes, ensure accountability, and foster ownership. Monitor team and individual performance to meet expected standards (based on defined SLA). Provide...

  • Customer Service Team Leader

    6 days ago

    Parañaque, Philippines DigiPlus Interactive Corp Full time

    Get AI-powered advice on this job and more exclusive features. Direct message the job poster from DigiPlus Interactive Corp DigiPlus Interactive Corp. pioneered digital entertainment in the Philippines. It introduced leading platforms BingoPlus and ArenaPlus, widely known for their engaging experiences in interactive gaming and sports entertainment. DigiPlus...

  • Customer Service Team Leader

    6 days ago

    Parañaque, Philippines Digiplus Interactive Corp. Full time

    Overview DigiPlus Interactive Corp. pioneered digital entertainment in the Philippines. It introduced leading platforms BingoPlus and ArenaPlus, widely known for their engaging experiences in interactive gaming and sports entertainment. DigiPlus also operates GameZone, with more to come. Insurance Health & Wellness HMO Responsibilities Leads the customer...

  • Telemarketing Customer Service Team Leader

    6 days ago

    Parañaque, Philippines DigiPlus Interactive Corp Full time

    Overview DigiPlus Interactive Corp. pioneered digital entertainment in the Philippines. It introduced leading platforms BingoPlus and ArenaPlus, widely known for their engaging experiences in interactive gaming and sports entertainment. DigiPlus also operates GameZone, with more to come. For more information, visit: Responsibilities Lead, train, and monitor...

  • Store Team Leader

    6 days ago

    Parañaque, Philippines Topserve Service Solutions, Inc. Full time

    Job Description Basic Accountabilities: To assists the Store Supervisor/Manager on: Ensuring the strict implementation of Standard Operating Procedure. Informing his/her direct superiors in all matters relevant to the operations properly. Acting as a link between employees and management. Listening attentively to crew suggestions and complaints and to take...

  • Logistics & Customer Service Manager

    1 week ago

    Parañaque, Philippines WHR Global Consulting Full time

    OVERVIEW The primary focus of this role is to oversee the entire Operations Team, including Customer Service and Warehouse, ensuring that team KPIs are consistently met. The role is responsible for managing day-to-day operations, ensuring that all tasks are completed to the expected level of quality. Additionally, it involves handling escalations from the...

  • Customer Service Manager

    6 days ago

    Parañaque, Philippines MFT International Corporation Full time

    Overview The Sales and After-Sales Support Manager oversees the end-to-end customer experience—from initial inquiry to post-delivery support—ensuring seamless coordination between the sales, design, and technical teams. This role manages Sales Coordinators, Interior Designers, and AutoCAD Operators to ensure accurate proposals, prompt customer service,...

  • Customer Service Specialist

    6 days ago

    Parañaque, Philippines DigiPlus Interactive Corp Full time

    3 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Direct message the job poster from DigiPlus Interactive Corp DigiPlus Interactive Corp. pioneered digital entertainment in the Philippines. It introduced leading platforms BingoPlus and ArenaPlus, widely known for their engaging experiences in...

  • Customer Service Specialist

    6 days ago

    Parañaque, Philippines DigiPlus Interactive Corp Full time

    1 day ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Direct message the job poster from DigiPlus Interactive Corp Talent Acquisition Assistant at DigiPlus Interactive Corp. DigiPlus Interactive Corp. pioneered digital entertainment in the Philippines. It introduced leading platforms BingoPlus and...