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
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Primary and Secondary Education and Non-profit Organizations
Referrals increase your chances of interviewing at PTW by 2x