Customer Service Supervisor - Manila - Pentasia

    Pentasia
    Pentasia Manila

    5 araw ang nakalipas

    ₱260,000 - ₱520,000 (PHP) bawat taon * Sining / Libangan / Paglalathala
    Paglalarawan

    Customer Service Operations Team Leader – iGaming

    Location: Onsite – Manila City

    Work Type: Full-time, shift-based

    Industry: iGaming / Online Gambling / Sports Betting

    Salary: Competitive

    Overview

    We're hiring a Customer Service Operations Team Leader to manage and support a frontline CS team within a high-volume iGaming environment. This role is hands-on and operational, focused on people leadership, performance management, and day-to-day service delivery across voice, chat, and email.

    You'll be responsible for ensuring service levels are met, coaching agents to perform consistently, and driving operational improvements in a shift-based, onsite setting.

    Key Responsibilities

    • Lead and supervise a customer service team handling voice, chat, and email support
    • Monitor daily team performance against SLAs, KPIs, and quality standards
    • Coach, mentor, and develop team members to improve productivity and service quality
    • Handle escalations and support agents with complex or sensitive cases
    • Ensure adherence to operational processes, schedules, and company policies
    • Identify workflow gaps and recommend process improvements
    • Coordinate with other operations or support teams to resolve recurring issues
    • Prepare basic performance reports and provide feedback to management

    Requirements

    • Minimum 2 years' experience as a Customer Service Team Leader or Supervisor
    • Background in BPO, contact centre, or iGaming/gaming operations preferred
    • Hands-on experience managing voice, chat, and email lines of business
    • Strong leadership mindset with a focus on coaching and team development
    • Solid understanding of contact centre operations and performance metrics
    • Strong verbal and written communication skills in English and Tagalog
    • Willing and able to work onsite and on rotating shifts
    • Stable employment history is an advantage
    * Ang saklaw ng suweldo na ito ay isang pagtatantya na ginawa ng beBee
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