Customer Service Team Leader (iGaming experience)

Customer Service Team Lead | On-site

Location: Salcedo Village, Makati
Work Setup: On-site
Schedule: 4 days per week
Shift Hours: 12 hours per shift, including 1 hour and 20 minutes break
Working Hours: Approximately 40–48 hours per week, not exceeding 48 hours

Team Size: Manage a small team of 6 Customer Service Representatives.

Key Responsibilities

• Lead and manage the Customer Service team to ensure smooth day-to-day operations.
• Monitor and maintain customer service quality and performance standards.
• Oversee QA/QC processes and ensure adherence to established quality standards.
• Develop, optimize, and implement SOPs and customer service processes.
• Coach, guide, and support CS representatives to improve performance and service quality.
• Manage team schedules, staffing, and workforce requirements.
• Handle escalations, incidents, and operational issues effectively.
• Identify recurring customer service issues and recommend process improvements.
• Monitor team performance and provide regular feedback and support.
• Work closely with management to ensure the team meets operational and service objectives.

Qualifications

• Strong experience in customer service operations and team management.
• Proven experience in QA/QC and customer service quality management.
• Experience in SOP development, optimization, and implementation.
• Strong ability to coach and support frontline customer service representatives.
• Experience in shift and workforce management.
• Strong communication, leadership, problem-solving, and incident-handling skills.
• Demonstrated career stability and reliable attendance.
• Willing to work fully on-site in Salcedo Village, Makati.
• Flexible and willing to work under a shifting schedule, including the required 12-hour shift arrangement.
• Must have feasible daily transportation/commuting arrangements to the workplace.

Benefits & Allowances

• Transportation allowance.
• Meal allowance.
• Other benefits and allowances may be provided based on company policy and operational requirements.

Note: This is a fully on-site position based in Salcedo Village, Makati. Candidates must be willing and able to report on-site according to the required schedule.

Only shortlisted candidates will be contacted.