Palayan SME Lead: Team Coach & Conflict Mentor

Aitomic Jobs; Palayan; On-site; PHP 420,000 - 600,000; Full time

Job summary

Sutherland in Palayan seeks a Subject Matter Expert to empower the work by creating and facilitating Huddle sessions, coaching staff and resolving issues to meet client expectations. You will monitor associates, provide real-time feedback, and lead initiatives to improve performance.

The role demands leadership, strong English communication, data mining and advanced MS Office skills, and readiness for shifting schedules in a fast-paced, target-driven environment.

Qualifications

• Experience and first‑hand knowledge supporting online gaming, online betting/casino environment as a customer service line of business.
• Excellent Data Mining skills.
• 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

• Empower the Work: Create, and facilitate, Huddle Sessions to equip staff with fundamental skills and knowledge.
• Impact the bottom line: Monitoring Associates and providing real‑time feedback.
• Strengthen relationships: 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

Data mining

MS Office

Excel

PowerPoint

Word

Outlook

English proficiency

Leadership

Coaching

Customer service

Tools

MS Office

Job description

Sutherland in Palayan seeks a Subject Matter Expert to empower the work by creating and facilitating Huddle sessions, coaching staff and resolving issues to meet client expectations. You will monitor associates, provide real-time feedback, and lead initiatives to improve performance.

The role demands leadership, strong English communication, data mining and advanced MS Office skills, and readiness for shifting schedules in a fast-paced, target-driven environment.