Customer Service Team Lead

About 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 also operates GameZone, with more to come. For more information, visit: www.digiplus.com.ph.Main Duties and Responsibilities:Leads the customer service team that responds to either Phone, Email or Chat requests from customersResponds to and resolves escalated issues and/or unique/complex requests from customersProvides 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 goalsMonitors daily workload and makes adjustments to ensure adequate coverage and assists immediate supervisor with schedulingIdentifies system and workflow improvements to ensure efficiencyManages 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 requirementsEffectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weeklyIdentifies performance related issues, develops an action plan for improvement, implements corrective action, up to and including termination of employmentEnsures service delivered to our customers meets Key Performance Indicator (‘KPIs’) and financial expectationsCommunicates expectations to employees and provides timely updatesProvides subject matter expertise in handling escalated customer calls as neededConducts team meetings to ensure expedient communication of relevant information and as an open forum for inputs as well as schedules and organize team activitiesStays current on internal work processes, policies and proceduresPromotes values through both behavior and attitude, including being an advocate for team membersHighly Engage Leader to promote a balanced fun working environmentQualifications:Minimum of two (2) years experience as Customer Service Team Leader is requiredPreferably with background in Gaming/Online Casino IndustryWilling and able to work on a shifting scheduleWilling and able to work onsite/in-office dailyExperienced in handling voice/chat and email lines of businessHas 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 expectationsStrong communication skills, both written and verbal in both English and Tagalog languageHas the ability to work on an on-call basis during AHOD – Emergency Operation StatusAbility to identify process improvements to achieve daily operational efficiency