Job Title: Team Lead (Gaming)
Work Setup: Work Onsite, Shifting Schedule, including weekends and holidays
Job Summary
We are seeking an experienced and driven Team Lead to manage and support a high-performing team under the Gaming account. The ideal candidate has a strong background in technical support, billing, and e-commerce operations (particularly dropshipping), with proven leadership experience in a fast-paced environment.
Key Responsibilities
- Lead, coach, and motivate a team of customer support representatives to achieve performance targets
- Monitor daily operations, ensuring service levels, KPIs, and quality standards are consistently met
- Provide guidance on technical concerns, billing inquiries, and e-commerce-related issues
- Handle escalations and ensure timely and effective resolution of customer concerns
- Conduct regular team huddles, performance reviews, and coaching sessions
- Collaborate with internal stakeholders to improve processes and customer experience
- Prepare and analyze reports on team performance, attendance, and productivity
- Ensure adherence to company policies and account-specific guidelines
Qualifications
- Minimum of 3 years Team Lead experience in a BPO or customer service setting
- Strong background in Technical Support, Billing, and E-commerce
- Knowledge of dropshipping processes and platforms is required
- Excellent leadership, communication, and problem-solving skills
- Proven ability to manage KPIs, drive team performance, and handle escalations
- Amenable to working in a fast-paced, shifting schedule environment
Preferred Skills
- Experience handling blended accounts (voice, chat, and email)
- Strong analytical and reporting skills
- Ability to adapt quickly and lead teams through change
Job Type: Full-time
Benefits
Application Question(s)
- How many years of experience do you have as a Team Leader handling a gaming account
Work Location: In person
