Subject Matter Expert - Palayan

Sutherland Company; Palayan; On-site; PHP 420,000 - 680,000; Full time

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.

Skills

Data mining

Leadership/mentoring

Strong English communication

Analytical/problem solving

Coaching/mentoring

Adaptability in fast-paced environment

Tools

Microsoft Excel

PowerPoint

Word

Outlook

Job description

Company Description:

Sutherland is seeking a leadership-oriented and self-motivated person to join us as a Subject Matter Expert (SME).We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description:

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.

Qualifications:

Our most successful candidates will have:

• 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.

Additional Information:

All your information will be kept confidential according to EEO guidelines.