Gaming Support Team Lead (Night Shifts, Onsite)

Sutherland

Palayan

On-site

PHP 600,000 - 1,200,000

Full time

2 days ago

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Job summary

Sutherland in the Philippines invites a results-driven Team Manager to lead a fast-paced online gaming customer support team in Palayan. You will coach 18–20 associates, drive engagement, and ensure service excellence in a dynamic environment.

You will partner with internal stakeholders and client teams to optimize performance, monitor KPIs, and implement improvements. This onsite role requires night shifts and a passion for developing leaders within a global organization.

Qualifications

Bachelor's Degree or Associate Degree preferred, but not required.
Experience leading 18–20 associates in a contact center.
Experience with online gaming or digital entertainment customer support.
Strong leadership, coaching, and people-management skills.
Ability to work onsite in Palayan and night shifts.

Responsibilities

Coach, mentor, and inspire a team of 18-20 customer service professionals.
Drive employee engagement, performance improvement, and career development.
Monitor KPIs related to productivity, quality, customer satisfaction, attendance, and attrition.
Collaborate with internal stakeholders and client partners to address business needs.
Translate data into actionable insights and process improvements.