Head of Customer Service Operations


  • Perth, Australia
    Perth WA, Australia, Perth, Western Australia, Australia
    Western Australia
  • Full time
Posted 2 months ago and deadline of application is on 19 Aug
Recruiter was hiring a month ago

Head of Customer Service Operations


Job Description

Job Responsibilities:

  • Understanding the quality of responses from agents by looking at tickets and working with agents
  • Talking to the Managers and understanding what their priorities are
  • Giving feedback to the managers on where and how to improve their teams
  • Understanding structural issues by looking at how the teams work together
  • Making structural, role and personnel changes to improve the effectiveness of the team
  • This role will be based in Metro Manila, Philippines

Minimum Qualifications

Job Qualifications:

  • Bachelor’s or Master’s degree preferably in any business or related course
  • 12+ years experience in Customer Service Operations with at least 5+ years on Senior Leadership, Operations Director role or similar
  • Experience in Online Gaming industry is an advantage but not required
  • Experience in assessing Organizational needs, coming up with solutions and implementing initiatives
  • Management experience, particularly modern Leader-Leader style management principles
  • Experience in relationship building with Key stakeholders
  • Experience in understanding high-level business operations with focus on Customer satisfaction
  • Fluent in speaking and writing English

Skills & Abilities

  • Excellent analytical skills and demonstrated success in making timely and effective decisions that support the business
  • Must have people management and program management skills
  • Must have good understanding of what good customer service look like
  • Good skills and knowledge of servant leadership, facilitation, situational awareness, conflict resolution, continuous improvement, empowerment, and increasing transparency
  • Excellent communication and mentoring skills
  • Strong empathy for customers
  • Strong problem-solving ability
  • Ability to manage external Stakeholders, communication & reporting
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Enthusiastic and creative leader with the ability to inspire others

Perks and Benefits

  • Flexitime Flexitime
  • Work from Home Work from Home
  • Paid Holidays Paid Holidays
  • Paid Vacation Leave Paid Vacation Leave
  • Paid Sick Leave Paid Sick Leave
  • Paid Bereavement/Family Leave Paid Bereavement/Family Leave
  • Maternity & Paternity Leave Maternity & Paternity Leave
  • Single Parent Leave Single Parent Leave
  • Free Lunch or Snacks Free Lunch or Snacks

Required Skills

  • Business Correspondence
  • Complex Problem-Solving
  • Operations Management
  • Stakeholder Management
  • People Management
  • Process Improvement
  • Communication Skills

Jobs Summary

Job level
Mid-Senior Level / Manager
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while 
Office Address
Perth WA, Australia
Computer Software / Engineering
1 opening

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About VGW

OUR STORY We started in 2010 with the vision of creating a virtual world with a focus on gaming and entertainment. Since then, VGW has grown into a leading social gaming provider offering players a broad range of fun and engaging games. What started as slots only offering has grown to include a number of table games including poker, black jack and roulette. WHY YOU WILL ENJOY WORKING AT VGW? We are committed to building something amazing, pushing our boundaries and having fun in the process. No suits (unless you want to wear one), flexible working hours, work from home is offered and when we do our annual planning session, we make sure we include everyone - the whole company is invited! What's more, that usually at an exciting overseas destination! Don't be fooled though, its no tea break - we are all obsessive about our products, customers and expect you to be too. We are a diverse company which believes in a work hard / play hard ethos. We are determined to find the strongest talent in our space and it's our current mission to scour the globe to find it.