Subject Matter Expert - Palayan

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Coaching","Mentoring","Analytical thinking","Problem-solving","Decision-making","Leadership","Conflict resolution"]

Serve as a leadership-oriented Subject Matter Expert for a fast-paced online gaming/betting customer service operation. Support customer service performance by using strong data mining and analytics to monitor associates and deliver real-time feedback. Facilitate huddle sessions, coach and mentor team members, mediate interpersonal conflicts, and maintain clear communication with clients to resolve issues and meet expectations while working shifting/graveyard schedules.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Sutherland
Sutherland
1 day ago

Subject Matter Expert - Palayan

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Serve as a leadership-oriented Subject Matter Expert for a fast-paced online gaming/betting customer service operation. Support customer service performance by using strong data mining and analytics to monitor associates and deliver real-time feedback. Facilitate huddle sessions, coach and mentor team members, mediate interpersonal conflicts, and maintain clear communication with clients to resolve issues and meet expectations while working shifting/graveyard schedules.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Create and facilitate huddle sessions to equip staff with key skills and knowledge.
  • •Monitor associates and provide real-time feedback to improve performance.
  • •Establish and maintain communication with clients and/or team members to understand needs and resolve issues.
  • •Mediate interpersonal conflicts and motivate/inspire team members to drive improvements.
  • •Support operations in a fast-paced environment while adapting to changing business and client requirements.

Key Requirements

  • •Experience and first-hand knowledge supporting online gaming and online betting/casino customer service operations.
  • •Strong data mining skills.
  • •Excellent working knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook).
  • •Strong English verbal and written communication skills to explain complex concepts and guide others.
  • •Ability to coach, mentor, and support team members as a subject matter expert in a fast-paced, target-driven environment.
Experience:Online gamingOnline bettingCasinoCustomer service
Skills:CommunicationCoachingMentoringAnalytical thinkingProblem-solvingDecision-makingLeadershipConflict resolution
Languages:English
Tech Stack:Microsoft OfficeExcelPowerPointWordOutlook

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor