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 PeryaGame and GameZone, with more to come.

For more information, visit: www.digiplus.com.ph.

Main Duties and Responsibilities:

• Lead and manage a team of Team Leaders in the Customer Service Department
• Assist and work with Customer Service Manager in overseeing the entire operations of Customer Service Department
• Lead, coach, develop, and provide mentorship to Team Leaders in the execution of their role in compliance with Company Policy
• Observe operating procedures ensuring the delivery of the highest quality of service
• Manage, support, and motivate the Customer Service teams
• Ensure the company’s performance management process is followed and implemented within the Customer Service team by setting up yearly objectives for direct reports and front-line teams by doing regular performance reviews and by working closely with the concerned management and HR on any changes required
• Ensure all staff adhere to the company’s current policies and procedures
• Be the first point of contact for any emergency call in the absence of the Customer Service Manager
• Ensure phone, chat, and email staffing is allocated properly to ensure efficiency
• Staffing and scheduling to ensure roster coverages match company needs
• Conduct interviews for a new hire class
• Evaluate trends and training needs for better customer experience
• Assist Customer Service Manager for process improvement
• Supervise the allocation of work to Customer Service Agents and ensure they carry out their duties in line with the SOPs and quality customer service in line with the company’s standards
• Identify and address staff training and coaching needs

Qualifications:

• Minimum of four (4) years experience as Team Leader (or equivalent) in a BPO Setting is required
• Minimum of one (1) year experience as Senior Team Leader or Assistant Manager
• Background in the Gaming Industry will be an advantage
• Has experience handling Voice, Chat, and Email Line of Business
• Good understanding of Contact Center operations
• Has handled Voice, Chat, and Email Line of Business
• Advocate for organizational changes necessary for developing and keeping top talent
• Ability to provide high-impact performance feedback
• Staffing and scheduling skills (Workforce Management experience)
• Strategic problem-solving and interrelationship management (business acumen)
• Background in handling Gaming/Online Casino accounts will be an advantage
• Willing and able to work on shifting schedule
• Willing and able to work onsite/in-office daily
• Strong communication skills both written and verbal in both English and Tagalog Language
• Ability to identify process improvements to achieve daily operational efficiency