Sales and Service Delivery Manager

Job Type:
Customer Support, Operations
Asia, Philippines
Salary Description:
Competitive + Bonus & Benefits
Job Ref:
#10567 is currently seeking a Sales and Service Delivery Manager for a Sportsbook and Casino operator in their Manila office. The role will be key in the continuous improvement of the contact centre, ensuring the operation runs smoothly and all KPI’s are met. This would ideally be suited to an experienced Customer Service Manager from within the gaming industry who is looking to develop his career with a market leading operator.


• To be responsible for the proactively driving and managing contact centre KPI’s, sales targets, metrics and day to day results
• A key focus is on the outbound sales revenues generated, and the Inbound customer service being delivered-these both need to be delivered consistently at all times
• To be able to regularly set targets that drive results by utilizing the reporting structure, the long-term business aims and information from relevant departments
• To continually follow up on set workloads and directives ensuring total compliance
• To challenge negative results and behaviors in employees ensuring that relevant support is given and/or actions are taken
• Mentor, coach and develop the skill set of the CS TL’s/Managers to ensure they provide leadership and guidance to all direct reports
• Collaborate with various departments to proactively address problems directly affecting day-to-day operations and results
• Coordinate with other key functions/departments on day to day workloads like campaign management, scheduling of training, resource planning
• Represent the contact center floor’s needs in relevant management and project meetings/workloads
• To proactively drive product knowledge, customer service and sales skills across the floor by providing, and managing the training process ensuring we are ahead of all challenges, can deliver the expected results and show the employees a continuous progression of skills
• Work collaboratively with the separate specialist support teams (i.e. the reports team) to ensure a full understanding of all roles, relevant information and data sharing and project goals
• Ensuring quality monitoring is scheduled and executed on a weekly basis
• To update senior management and relevant parties on critical workloads on a regular basis utilizing the existing reports tools, but adding relevant commentary and feedback
• Any other task as required by senior management


• 5 years + experience of workload, and people management within a contact centre environment
• A demonstrable and high level of understanding on contact centre KPI’s and metrics is a must
• A demonstrable and high level of understanding of American sports, in particular Football and Basketball is a must, knowledge of baseball, Tennis, Ice Hockey and golf is considered a big asset
• A knowledge of American sports betting and online casino is considered a big asset
• A proven experience of driving sales results and targets
• Proven ability to manage a split workload of sales and customer service
• Direct experience of working a fast paced, changing environment
• Strong Microsoft office skills

Contact Details:
Tel: +44 (0) 1355 588 988
Contact: John O'Neill

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