Live Chat Team Leader: Process Expert & Coach

PlayTime Entertainment

Taguig

Sur place

PHP 600 000 - 1 000 000

Plein temps

14 jours+

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Résumé du poste

PlayTime Entertainment is seeking a Live Chat Customer Service SME / Team Leader in the Philippines to guide live chat agents, resolve complex concerns, and drive performance improvements. The role emphasizes policy interpretation, coaching, and timely escalation handling to maintain service quality and compliance.

You will oversee coaching, monitor metrics, and coordinate with other teams to resolve issues, ensuring consistent service levels across shifts.

Qualifications

Experience in live chat or customer service operations, preferably in a supervisory role.
Strong knowledge of escalation handling, coaching, and performance management.
Ability to interpret policies and make sound decisions on complex cases.

Responsabilités

Lead and support live chat agents in meeting service level, quality, productivity, and customer satisfaction targets.
Serve as a process expert for customer service operations, guiding on high‑risk or unclear cases.
Review escalations and ensure resolutions follow policies, SOPs, and compliance standards.
Monitor agent performance, identify gaps, and conduct coaching sessions.
Develop and track improvement plans for agents needing support.
Identify recurring issues and recommend practical workflow and training improvements.
Oversee shift operations during peak periods and time‑sensitive situations.
Maintain accurate case, coaching, and process documentation for reviews and audits.
Collaborate with other teams to share process updates and resolve issues.
Investigate PAGCOR‑related complaints and document findings.