Responsibilities

• Develop and execute daily staffing schedules, shift plans, and manpower allocation to ensure operational continuity and service efficiency within the customer service team.
• Monitor key customer service performance indicators (e.g., response time, customer satisfaction, resolution rate), promptly identify issues, and implement improvement measures.
• Drive the execution of company management strategies at the team level, ensuring alignment with overall business objectives.
• Continuously monitor team members’ performance, engagement, and execution, and provide regular reports to management to support decision-making.
• Establish and maintain standard operating procedures (SOPs) and training frameworks to enhance team professionalism and ensure consistent service delivery.
• Conduct onboarding training to ensure new hires quickly understand gaming platform workflows, member tagging logic, deposit/withdrawal ...