Outsourcing Account Co-ordinator Job in Galway, Galway Ireland

The Outsource Account Co-ordinator is responsible for assisting the outsource operations manager with day to day management of one or more of Outsource partners ensuring delivery of service. The Outsource Account Co-ordinator will be a champion of the BioWare culture and vision to ensure outsourcing partners reach our goals and deliver the highest level of customer satisfaction.

The Outsource Account Co-ordinator will work closely with our Outsourcing Operations Managers and Global Outsourcing Manager as well as our Internal Customer Service groups, such as training, workforce management, knowledge and communications, and programme management to assure the most consistent and efficient support process. The Outsourcing Account Co-ordinator must have a detailed understanding of the Call Centre and Customer Support industry with specific knowledge of online games a distinct 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, Dragon Age : 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:

Global Outsourcing Operations
• Work with the Global Outsourcing Team to ensure partners have all relevant tools, systems, product knowledge to carry out their jobs effectively.
• Working closely with our internal site to ensure the delivery of consistent World-class support, ensuring a two way flow of communication and feedback
• Day to Day responsibility for working with one or more of our selected outsource partners and ensuring delivery of standards as agreed
• Build and cultivate a positive customer experience, working closely with the Outsourced Partners to insure that there is adherence to the SLA’s.
• Monitor, mentor and work closely with our BPO partners to ensure compliance with internal strategies, policies, procedures and knowledge to help insure that help provided to our customers are standardized and of the highest level of quality that matches the BioWare brand
• Work closely with Outsource Partners and act as a primary point of contact for escalation issues, such as systems downtime, customer complaints, internal/external feedback between the Outsource Partners and BioWare.
• Acts as a champion for Customer Services that exceed in quality and response times.

Operational Delivery
• Work with partners to ensure the successful delivery of critical Customer Service SLA’s in coordination with the Customer Service Strategy for your designated site
• Support Outsource Partners by ensuring all the necessary tools, process, workflows, strategy and vision that is necessary in order to provide the highest level of support to our customers are available to them and escalate to the outsource management team where this is not the case
• Facilitates continuous improvements through departmental projects in conjunction with Customer Service leadership team and Outsource Partners
• Helps in the creation and ongoing maintenance of policies and procedures that ensure the highest quality of service to our customers while maintaining consistency with corporate objectives.
• Perform any other duties as assigned by the Global Outsourcing Manager/Outsource Operations Manager

Skills and Qualifications:

Essential
• Third level qualification in Business Management, Project Management, or related discipline, or equivalent work experience is required.
• Proven experience in building internal/external relationships in the call centre environment
• Proven success in driving a team to deliver on KPI’s
• Fluency in verbal and written English with strong communication skills, strong stand-up presentation and training skills. Multilingual fluency in French and/or German and advantage
• Experience in MS Project, Excel, Visio and PowerPoint.

Desirable
• Experience in MMORPG online game support preferred.
• Experience of working with or for an Outsource provider previously.

Person Specification
• 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.
• Excellent organizational skills.
• Team player with a positive attitude

Compensation:
BioWare Ireland offer a highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability, out of country relocation and games.
Please Note:
This role would require a high degree of travel both nationally and internationally

This position is based in Ireland and candidates need to be eligible to work in Ireland.

To Apply for this position please follow the link

https://jobs.ea.com/search/view.do?id=a0z500000012viB