Customer Service Supervisor

Job Summary

We are looking for a Mandarin speaking Customer Service Supervisor, preferably with experience in iGaming, the Internet industry, and BPO.

Responsibilities

• Develop and implement daily schedules, shift plans, and manpower allocation for the customer service team to ensure operational continuity and service efficiency.
• Monitor key customer service performance indicators (e.g., response time, customer satisfaction, and resolution rate), promptly identify issues, and implement optimization measures.
• Drive the implementation of management strategies at the team level to ensure the achievement of business objectives.
• Monitor team members performance, engagement, and execution behavior, and provide regular reports to management for decision‑making purposes.
• Establish and maintain standard operating procedures (SOPs) and training systems to enhance team professionalism and ensure consistency in executio...