Lead SME & Coaching Specialist (Online Gaming)

Sutherland; Palayan; On-site; PHP 335,000 - 469,000; Full time

Job summary

Sutherland is seeking a leadership-oriented SME to empower staff through Huddle Sessions, monitor performance, and build strong client and team relationships. The role emphasizes coaching, mentoring, and real-time feedback to drive improvements.

Ideal candidates will have experience in online gaming or betting customer service, strong MS Office skills, and excellent English communication. Flexibility for shifting schedules is required as part of a dynamic work environment.

Qualifications

• Experience and first-hand knowledge supporting online gaming, online betting/casino environment as a customer service line of business.
• Excellent working knowledge of Microsoft Office applications, particularly Excel, PowerPoint, Word, and Outlook.
• Strong English verbal and written communication skills, with the ability to clearly explain complex concepts and provide guidance to others.
• Strong analytical, problem-solving, and decision-making skills, with the ability to identify issues and recommend effective solutions.
• Demonstrated ability to coach, mentor, and support team members while serving as a subject matter expert.
• Ability to work effectively in a fast-paced, target-driven environment and adapt to changing business and client requirements.
• Willingness and ability to work on shifting or graveyard schedules.

Responsibilities

• Create, and facilitate, Huddle Sessions to equip staff with fundamental skills and knowledge.
• Monitoring Associates and providing real-time feedback.
• Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
• Take the lead: Mediating interpersonal conflicts. Motivating and inspiring team members. Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues.

Skills

Coaching

Leadership

Communication

Problem solving

Mentoring

Shift work

Tools

Microsoft Excel

PowerPoint

Word

Outlook

Job description

Sutherland is seeking a leadership-oriented SME to empower staff through Huddle Sessions, monitor performance, and build strong client and team relationships. The role emphasizes coaching, mentoring, and real-time feedback to drive improvements.

Ideal candidates will have experience in online gaming or betting customer service, strong MS Office skills, and excellent English communication. Flexibility for shifting schedules is required as part of a dynamic work environment.