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
