• Act as SME and Team Leader
• Handling and Monitoring the Gameplay Team with a minimum of 20 agents as well as Payment Team in which a minimum of 10 agents
• Answering inquiries of the agents with regards to the process that they are not familiar
• Answering escalated tickets
• Creating monthly schedule of the team
• Checking the daily attendance of the team
• Double checking the Knowledge Base that the team created
• Weekly Meeting with the Managers about the Team and Operation
• Client coordination regarding escalated tickets and processes
• Creating and Discussing Hit Tickets with the clients via Skype or Slack
• Coaching Agents about the Ticket Hits that they've done
• Answering and Monitoring incoming tickets
• Creating and Checking the End of Shift Reports created by the agents
• Reporting any uncommon i----------- in-game to the Manager
• Client coordination (further inquiries on what can we do to a certain ticket, create ticket process)
