Forum Support Manager Job in Galway, Galway Ireland

The In Game Support Manager provides the strategic support and leadership to our BioWare customer support team through the process of directly managing a group of Team Leaders and indirect management of a large team of multi lingual, multi-disciplinary BioWare customer service agents in a 24/7 environment. The In Game Support Manager reports directly to the Customer Service Site Operations Manager.

The In Game Support Manager is responsible for a highly trained multidiscipline team that will be providing customer service within our new up-and-coming MMO Star Wars: The Old Republic. They will lead and motivate their team. They will interact with their staff in addition to other key groups within the company. The In Game Support Manager will provide regular and vital communication to the In Game customer service staff.

The In Game Support Manager is responsible for working closely with other Internal Support teams and Outsourced Customer Service teams to ensure that information communication is effective and we are providing consistent ‘Best in Class’ support throughout the organization. The In Game Support Manager must have a detailed understanding of the Customer Support and Call Center industry with specific knowledge of online games an advantage.

Company Overview:

BioWare, a division of Fortune 500 company Electronic Arts (ERTS), specializes in delivering the best story-driven games in the world. With a history of excellence, BioWare has created some of the world's best-selling titles including the award-winning Baldur's Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic. Original BioWare-created IPs include: Jade Empire, DragonAge : Origins, the critically acclaimed Mass Effect, Mass Effect 2, and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS. BioWare is currently developing Star Wars: The Old Republic, a massively multiplayer online role-playing game being developed at BioWare’s studios in Austin, Texas. Recently announced, BioWare’s customer support for the upcoming game will be centralized in Galway, Ireland.

Duties and Responsibilities:

Customer Service Operations
• Manage and direct all aspects of the In Game department. Responsibility for the performance of a large team of multilingual, multidisciplinary team in a 24/7 environment.
• Implementation, execution and ongoing management of world-class support to our customers.
• Develop, execute, and optimize the ongoing customer service strategy in line with our internal process, whileworking closely with our other department managers to ensure the delivery consistent world-class support.
• Build and cultivate a positive customer experience, working closely with Senior Management to ensure that there is strict adherence to the SLA’s, and budget compliances.
• Lead, monitor, and mentor the Team Leader group. Work closely with our internal Support Services Teams to ensure compliance with internal strategies, policies, procedures and knowledge to help ensure that help provided to our customers is consistent and of the highest level of quality which is befitting of the BioWare brand.
• Presents analysis, reporting and recommendations to the Customer Service Site Operations Manager.
• Live and promote the brand and culture of BioWare. Set a strong foundation of BioWare culture in the support centre. Act as a positive role model for staff and other team members.
• Build and ensure a positive work environment that promotes teamwork and high moral standards.
• Act as a champion for Customer Service that exceeds in quality and response times while balancing company profitability goals.

Leadership

• Implement and execute BioWare objectives, strategies and tactics that maximize customer experience, revenue growth, and operational cost efficiencies.
• Work closely with the Senior Management in the implementation and execution of support functions for international Customer Service and initiatives within their scope of responsibility.
• Recruiting, mentoring and leading Team Leaders to help ensure our customers receive a support experience to match the BioWare brand of quality.
• Performing skip level reviews with Customer Services Team members.
Support the customer facing staff by providing all the necessary process, workflows, strategy and vision which is necessary in order to provide the highest level of support to our customers

Operations
• Ensure the successful delivery of critical Customer Service SLA’s in coordination with the Customer Service strategy.
• Recommend and implement Call Centre services growth strategies.
• Facilitate continuous improvements through departmental projects in conjunction with the Customer Service Leadership Team.
• Help in the creation of policies and procedures that ensure the highest quality of service to our customers while maintaining consistency with corporate objectives.
• Collaborate with Senior Management on establishing customer retention strategies and continually monitor/modify strategies needed to meet retention goals for all channels.
• Perform any other duties as assigned by the Customer Service Site Operations Manager.

Skills and Qualifications:

Essential
• A Bachelors degree in Business Management, Project Management, or related discipline, or equivalent work experience is required.
• Experience in MMORPG online game support.
• Proven experience in directing and leading a large call centre team that offers support 24/7.
• Proven success in managing multilingual, cross-functional and multidisciplinary teams.
• Proven track record in managing personnel and related issues, which include hiring, training, productivity performance levels and development.
• Ability to interact with a wide range of people and build strong positive relationships.
• Must have a sound understanding of contemporary IE and EU IT policy and practices, including Data Protection and Storage policy.
• Fluency in verbal and written English with strong communication skills, strong stand-up presentation and training skills.
• Expertise in MS Project, Excel, Visio and PowerPoint.

Desirable
• Strong management experience in the entertainment or online industry preferred.
• Proven record of improving Customer Satisfaction and Client Satisfaction scores through training and teamwork.
• Fluency in verbal and written French or German

Person Specification
• Ability to work closely with Senior Management staff to help development, implementation, and maintenance of large-scale programs.
• Ability to build strong bonds with employees to foster open, honest and candid communication.
• Ability to multi-task and maintain organization in a fast paced, changing environment.
• Ability to manage change in an organization, engineering its culture and approach to workload management.
• Metric driven and accountable for results.
• Customer focused with solid relationship management skills with an ability to influence others.
• Integrity, honesty, humility, and confidentiality traits required.

Please Note: This role will require some travel both nationally and internationally

This position is based in Ireland and we can currently only consider applicants eligible to work in Ireland.

To Apply for this position please Follow the link

https://jobs.ea.com/search/view.do?id=a0z50000001G8e5