Senior SME: Coaching, Data Insights & Client Solutions

Sutherland Company

Palayan

On-site

PHP 420,000 - 680,000

Full time

7 days ago

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Job summary

Sutherland is seeking a leadership-oriented Subject Matter Expert (SME) in the Philippines to empower staff through Huddle Sessions and real-time feedback. The role focuses on coaching, conflict mediation, and driving performance in a fast-paced, client-facing environment.

Ideal candidates will have experience in online gaming/betting support, strong data mining skills, and expert-level MS Office proficiency.

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

Create and facilitate Huddle Sessions to equip staff with fundamental skills and knowledge.
Monitor Associates and provide real-time feedback.
Establish and maintain communication with clients and/or team members; understand needs and meet expectations.
Mediate interpersonal conflicts and motivate team members; demonstrate leadership to drive improvements.