Manila
Vacancy Type:
Permanent
Brand:
23 (Entain)
About The Role
Purpose of role
We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the gambling space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

As a Continuous Improvement Agent you will be responsible for providing real-time on-the-floor and virtual support to customer service agents. 

You will deliver 1-2-1 improvement coaching to agents, based on input form Customer Operations Management , Operations Innovation and Service Recovery Departments.  

Reporting to the Operations Manager for the Service Optimisation and Continuous Improvement you will be actively involved in identifying areas for improvement in 1st Line contact handling.    

We are a multi-location-based team with a drive for “Best in Class” Customer Service.  You will be working on Projects aimed at driving improvements within Customer Facing Teams, and measuring the success of the Account Service Recovery Team and Continuous Improvement Team.    


Key responsibilities

Daily supervision of the Manila CI Team - ensuring work is distributed evenly, supporting with coaching queries and tracking spreadsheets
Build/Deliver Continuous Improvement Case Study Training in collaboration with the CI Ops Manager 
Be the representative for the CI Agents in the QA Improvement steering group
Provide guidance and support to Team Managers when requested on internal systems and processes relating to QA - she is operating at TM level with them coming to her for support
Primary responsibility for coaching Shift Leads on case handling errors referred to the CI Team
Real-time floor support (via Teams and on-the-floor)
Identifying individual agents' skills gaps 
Delivering on-the-job coaching to agents 
Daily feedback to agents on contacts assessed by the Operations Innovation and Service Optimisation Departments
Be a point of contact for new hire agents as part of their on-the-floor training experience
Driving continuous improvement by sharing best practice, knowledge and tips 
Attend, all local QA Calibration Sessions with Team Managers
In conjunction with Shift Leaders and Team Managers, work with the agents in the continued development to reach optimal performance 
Maintain knowledge of all 1st Line processes to ensure effective coaching and feedback to 1st Line agents 
Consistently strive to improve our service levels
Identify and recommend the agent training needs to their Team Manager
Regularly communicate successes, key issues and improvements with Department Managers 
Report on and record training sessions with both the agents and their Team Managers
Aid in Identifying training and process improvements
Work closely with other stakeholders ensuring a relentless focus on quality and improvements to the Customer Service delivered. 
Aid in formulating a culture of Continuous Improvement by working with the team to co-create, embed and continuously improve good practice methodologies, processes and ways of working
 
 
Specialist skills and experience

Excellent knowledge of all CS 1st Line processes and products
Extensive Sports and gaming knowledge
A drive for results – with a high level of skills and the ability to train/coach others
Strong ability to organise yourself and think outside the box
Comfortable highlighting areas for improvement to colleagues
Detail focused but able to see the “big picture” 
Excellent communicator and comfortable presenting information
Proven track record of excellence in Customer Service
High levels of resilience and tenacity
Strong oral and written communication skills which delivers messages clearly and confidently 
A team player who shows respect and values the views of others
Flexible approach – equally comfortable coaching face to face or via online methods
Ability to adapt coaching style to fit the trainee
 
 
Competencies / behaviours

Achievement Drive
Works with others
Strong communicator 
 

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We’ve created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.