Customer Service Team Leader

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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.

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Main Duties and 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

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Customer Service and Management
• Industries Entertainment Providers

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