Junior Operations Manager / Senior Team Leader (Gaming Customer Support)
About Us:
Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business.With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
About the Role:
We are seeking a highly motivated Junior Operations Manager / Senior Team Leader to lead and develop a global remote team of customer support professionals within the gaming industry. This role is responsible for driving operational excellence, enhancing player experiences, and ensuring the successful delivery of customer support services against client expectations and business objectives.
The successful candidate will combine strong people leadership with operational management expertise, supporting team performance, coaching, client engagement, and continuous improvement initiatives. This position offers an excellent opportunity for an experienced Team Leader or Operations Lead looking to advance into broader operational leadership responsibilities.
Key Responsibilities:
Team Leadership & Performance Management- Lead, coach, and manage remote customer support teams to achieve operational KPIs, including quality, productivity, customer satisfaction, and compliance.
- Foster a high-performance culture built on accountability, ownership, and continuous improvement.
- Monitor daily operational performance and identify risks, trends, and opportunities for improvement.
- Conduct regular coaching sessions, performance reviews, and development planning for Team Leaders and support experts.
- Implement action plans to address performance gaps and improve service outcomes.
- Ensure consistent delivery of client service standards and operational expectations.
- Maintain effective communication across distributed teams using collaboration platforms such as Microsoft Teams, Slack, and other digital tools.
- Drive employee engagement through recognition programs, virtual team activities, and regular check-ins.
- Promote an inclusive, collaborative, and supportive remote working culture.
- Serve as the primary escalation point for customer issues, providing guidance and support to frontline teams.
- Build and maintain strong relationships with client stakeholders across multiple regions and cultures.
- Participate in client reviews, operational meetings, and performance discussions.
- Present operational performance insights, recommendations, and improvement plans to stakeholders.
- Act as a trusted operational partner by proactively identifying and resolving challenges.
- Support account leadership responsibilities and provide operational coverage when required.
- Oversee daily service delivery within a global remote support environment.
- Collaborate closely with Workforce Management, Quality Assurance, Training, and Support teams.
- Monitor key operational drivers including volume, productivity, utilization, quality, and customer experience metrics.
- Identify and implement process improvements to enhance operational efficiency and service quality.
- Support business growth initiatives, new launches, and operational change programs.
- Develop future leaders through structured coaching and mentoring programs.
- Identify capability gaps and partner with Quality and Training teams to improve performance.
- Create a positive environment focused on continuous learning and professional development.
- Promote a customer-first and player-first mindset across all support teams.
- Analyze operational data and performance trends to support informed decision-making.
- Manage escalations effectively while balancing customer, client, and business needs.
- Operate independently in a fast-paced environment and make sound operational decisions.
- Anticipate risks and implement practical solutions proactively.
Required Skills & Qualifications:
Leadership & Operations- Proven experience managing teams within customer service, contact center, BPO, or digital support environments.
- Experience leading Team Leaders and/or large customer support teams is highly desirable.
- Strong coaching, performance management, and employee development skills.
- Solid understanding of customer service operations, quality management frameworks, and performance metrics.
- Experience supporting operational improvements, business change initiatives, or service launches.
- Excellent verbal and written communication skills.
- Ability to communicate clearly, confidently, and empathetically across remote channels.
- Experience working directly with clients, external stakeholders, or senior leadership teams.
- Strong presentation and reporting skills.
- Ability to build trust and credibility across diverse cultural environments.
- Strong digital literacy with experience using collaboration tools, CRM platforms, telephony systems, and reporting dashboards.
- Demonstrated ability to lead and engage remote or hybrid teams effectively.
- Excellent organizational, planning, and time management skills.
- Self-motivated with the ability to work independently and manage multiple priorities.
Preferred Experience:
- Previous experience as a Senior Team Leader, Operations Lead, Junior Operations Manager, Supervisor, or equivalent role.
- Experience in gaming, technology, digital customer experience, or BPO environments.
- Experience supporting global teams and international clients.
- Background in remote or hybrid contact center operations.
- Strong understanding of customer experience delivery, quality assurance, and operational reporting.
Personal Attributes:
- Approachable, empathetic, and supportive leadership style.
- Positive, resilient, and confident under pressure.
- Growth-oriented mindset with a focus on innovation and continuous improvement.
- Strong collaborator who can also operate independently.
- Passionate about delivering exceptional customer and player experiences.
Work Schedule:
4PM - 1AM PHT
Work Setup:
Home-based
Note:
As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
In compliance to data privacy law, make sure that the following is included at all times:
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.