Team Leader - Mandarin (Gaming Project)

We are looking for a passionate and results-driven Team Leader to lead a team of frontline support agents for a dynamic Gaming project. You will play a key role in ensuring exceptional service delivery, maintaining player satisfaction, and driving team performance within a fast-paced, digital environment.

• Lead and manage a team of customer service representatives handling inquiries for a popular gaming platform.
• Monitor daily team performance, including KPIs such as response time, CSAT, resolution time, and quality metrics.
• Provide coaching, feedback, and training to enhance individual and team performance.
• Manage and schedule team shifts, ensuring adequate coverage during peak hours and game updates/events.
• Handle complex player issues, escalations, and complaints professionally and efficiently.
• Collaborate with internal teams (Quality, Training, Product, etc.) to optimize support processes and knowledge base.
• Stay updated on the game’s features, updates, bugs, and community sentiment.
• Prepare performance reports and present insights with actionable recommendations.
• Foster a fun, positive, and inclusive team culture aligned with gamer communities.

• Diploma or Bachelor’s Degree holder is preferable.
• Possess minimum 2 year team lead/supervisory working experience in BPO/Call Center. An assertive, well-organized self-starter with demonstrated supervisory experience in managing operations.

• Strong understanding of player experience and online gaming trends.

• Preferably with gaming background 

• A detail-oriented person with excellent written and verbal communication skills in English & Mandarin languages
• Must know how to use excel file for reporting.
• Demonstrate behaviors that support high quality standards.
• Recognize trends and escalate information as appropriate.
• Proven track record of success to motive agents and exceed performance metrics.
• Present information effectively and persuasively across various communication channels.
• Problem solving to gather and analyze information and uses it to develop effective solutions.
• Tolerate stressful situations well.
• Able to work on 24/7 rotational shift.