chatbot Team LeaderEntain

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.
We are currently searching for a Team Leader to take responsibility of a team in a multi-language and multi-channel Customer Service department with locations across the globe. The team of around 8 Chatbot Technicians is responsible for the production and population of chatbot flows and journeys for our external customers.
The Team Leader Chatbot ensures that the Chatbot Team delivers day-to-day work at the highest quality. They will collaborate with all CS operational teams and stakeholders across the business to ensure that the Chatbot flows and content are up to date, accurate and available. The TLC makes sure that the company strategy is mirrored in the team's operations.
Key Responsibilities:
Ensure that the Chatbot is maintained and developed.
Ensure that the Chatbot content and flows are correct and optimized.
Analyze requests arriving to the Team and delegate to team members.
Analyse and report on performance
Identify areas for development and Insights Into data
Govern the team's standards and internal processes.
Evaluate employee performance.
Work with HR to recruit new staff members.
Onboard and coach team members.
Specialist Skills and Experience
Essential:
2+ years of experience in a team leader/supervisory role.
Experience of working in a multi-language Customer Services department.
Understanding of chatbot functionality and management.
Great organizational skills and flexibility to meet time demands without loss in quality.
Strong analytical and decision-making skills.
Problem solving attitude.
Fluent level of written and spoken English.
Online gaming experience (preferred).
Willing to travel.
Desired:
Fluency in any additional language both written and spoken.
Knowledge of the office suite tools is an added advantage.
Competencies / Behaviours
Leaders and Managers - Leadership Behaviour Framework:
● Agile Thinker
● Influential
● Drives Results
● Self-Aware
● Proactive
● Self-motivated
● 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.
Entain

Manila City, Metro Manila
Permanent
Full-time