I. BASIC PURPOSE / JOB BRIEF:

The Team Lead - Member Experience provides administrative support for Premium Marketing, Gaming Promoter Relations, and business partners, including Junket operations. Handle inquiries and requests from inbound and outbound channels. Prepare and update information for distribution to the team. Conduct daily shift briefings to ensure the team is aligned with current operations.

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Oversee daily shift operations performance, including voice and non-voice communications, email management, and telemarketing, ensuring service levels meet the company’s standards.
• Handle escalated complaints and coordinate with relevant departments to provide solutions.
• Generate daily arrival and due-in reports and conduct EA checks.
• Prepare daily operation reports, ensuring accuracy in content to effectively support the frontline team and disseminate necessary information.
• Perform ad hoc tasks as assigned by higher management in Member Experiences.

III. JOB SPECIFICATIONS:

Educational Requirement: 

• A university or college diploma in Hospitality, Marketing, or Business Administration is preferred.

Experience Requirement:

• Minimum of 2 years of experience in a similar industry in a supervisorial position.

Skills and Attributes:

• Strong presentation and communication skills.
• Excellent interpersonal abilities.
• Proficiency in MS Word, Excel, PowerPoint, and Outlook.
• Effective verbal and written communication skills.
• Exceptional organizational skills.
• Ability to read, write, and speak English.
• Proficiency in Tagalog, Mandarin, Japanese, Korean, or other foreign languages is preferred.

Other Qualifications:

• Flexible schedule, including the ability to work shifts and outside standard work hours as needed.
• Maintains a well-groomed and professional appearance.