Player Support Lead: Coaching & Live Ops Excellence

Pole To Win International; Colombia; Presencial; COP 66 960 000 - 111 600 000; Tempo integral

Resumo da oferta

Pole To Win International in Colombia is seeking a Team Lead for our SIDE Global Player Support organization. You will lead a team through onboarding, readiness, and live service delivery, creating an environment where people can succeed through coaching, performance management, and ongoing development.

You will collaborate with Quality, Training, Operations, and Workforce Management to ensure a consistent player experience while meeting operational expectations.

Qualificações

• Experience leading Player Support or similar customer-experience teams.
• Proven coaching and people leadership skills.
• Experience managing performance through quality, productivity and service metrics.
• Excellent communication and stakeholder management abilities.

Responsabilidades

• Lead a team of Player Support Specialists through onboarding, training, and operational readiness.
• Create a positive, supportive, and accountable team culture.
• Deliver regular one-to-one meetings, coaching sessions, and performance reviews.
• Monitor operational performance against agreed service, quality, productivity, and compliance expectations.
• Support onboarding, nesting, and role readiness activities for new starters.
• Work with Quality, Training, and Operations to identify coaching opportunities and improve performance.
• Escalate operational risks, staffing concerns, and player-impacting issues when required.
• Promote knowledge sharing, collaboration, and continuous improvement across the team.
• Support readiness activities before launch and stabilization following go live.

Conhecimentos

Team leadership

Coaching

Performance management

Operational metrics

Stakeholder management

Communication

Descrição da oferta de emprego

Pole To Win International in Colombia is seeking a Team Lead for our SIDE Global Player Support organization. You will lead a team through onboarding, readiness, and live service delivery, creating an environment where people can succeed through coaching, performance management, and ongoing development.

You will collaborate with Quality, Training, Operations, and Workforce Management to ensure a consistent player experience while meeting operational expectations.