Team Leader (Gaming)

Reliasourcing Inc.; Philippines; On-site; PHP 334,800 - 446,400; Full time

Benefits offered by this job

Paid training

Job summary

A leading BPO company is seeking a driven Team Lead to manage a high-performing team for a gaming account. Candidates must have at least 3 years of experience in a BPO environment, strong skills in technical support and e-commerce. This role involves leading a team to meet performance targets and ensuring excellent service quality. The position is full-time and on-site in Metro Manila, offering opportunities for career growth and paid training.

Qualifications

• Minimum of 3 years Team Lead experience in a BPO or customer service setting.
• Strong background in Technical Support, Billing, and E-commerce.
• Proven ability to manage KPIs, drive team performance, and handle escalations.

Responsibilities

• Lead, coach, and motivate a team of customer support representatives.
• Monitor daily operations to ensure service levels and quality standards.
• Provide guidance on technical concerns, billing inquiries, and e-commerce-related issues.
• Handle escalations and ensure timely resolution of customer concerns.

Skills

Technical Support

Customer Service

E-commerce Management

Leadership

Problem-solving

Job description

Job Title: Team Lead (Gaming)

Work Setup: Work Onsite, Shifting Schedule, including weekends and holidays

Job Summary

We are seeking an experienced and driven Team Lead to manage and support a high-performing team under the Gaming account. The ideal candidate has a strong background in technical support, billing, and e-commerce operations (particularly dropshipping), with proven leadership experience in a fast-paced environment.

Key Responsibilities

• Lead, coach, and motivate a team of customer support representatives to achieve performance targets
• Monitor daily operations, ensuring service levels, KPIs, and quality standards are consistently met
• Provide guidance on technical concerns, billing inquiries, and e-commerce-related issues
• Handle escalations and ensure timely and effective resolution of customer concerns
• Conduct regular team huddles, performance reviews, and coaching sessions
• Collaborate with internal stakeholders to improve processes and customer experience
• Prepare and analyze reports on team performance, attendance, and productivity
• Ensure adherence to company policies and account-specific guidelines

Qualifications

• Minimum of 3 years Team Lead experience in a BPO or customer service setting
• Strong background in Technical Support, Billing, and E-commerce
• Knowledge of dropshipping processes and platforms is required
• Excellent leadership, communication, and problem-solving skills
• Proven ability to manage KPIs, drive team performance, and handle escalations
• Amenable to working in a fast-paced, shifting schedule environment

Preferred Skills

• Experience handling blended accounts (voice, chat, and email)
• Strong analytical and reporting skills
• Ability to adapt quickly and lead teams through change

Job Type: Full-time

Work Location: In person

Benefits

• Paid training

Application Question(s)

• How many years of experience do you have as a Team Leader handling a gaming account?