Account Manager - Player Support - PTW

Role: Account Manager

Department: Player Support

As our Account Manager, your role is to effectively and efficiently lead, coach, develop and manage Technical Support Representatives. You will be fully accountable for ensuring all company principles and procedures are adhered to, including managing all operational aspects assigned by the senior management team.

What you’ll be doing
• Managing a team of multilingual Technical Customer Support Representatives.
• Managing resources to ensure SLAs are met.
• Evaluating team performance to improve the campaign delivery process.
• Conducting team one to ones and performance reviews.
• Coaching and training TSRs to ensure a first-class customer experience.
• Liaising with client on a daily basis.
• Monitoring quality of the service.
• Taking an active role in planning for game release peaks in volume.
• Setting KPIs and development plans.
• People management for your team.
• Dealing with escalated customer issues.
• Any other reasonable duties as directed by line manager.

Requirements

What we’re looking for

• Experience managing customer or technical support teams.
• Experience of managing teams delivering customer support via live chat, email or phone.
• Experience of managing multilingual/bilingual teams in an outsourced environment.
• Experience of handling technical escalations/complaints.
• Sound understanding of contact centre operations and metrics.
• First rate organisational skills including the ability to prioritise and delegate effectively.
• Excellent communication skills.
• Good technical and analytical skills.
• Excellent leadership skills.
• Passion for video games.