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Player Support Area Manager

Location: Newcastle

Salary: £26,000 - £30,000 plus upto 7% bonus per annum

Job Type: Permanent

Job ID: 167893

NRG are delighted to be working with the 3rd largest independent video games publisher in the world Based in Newcastle city centre, they are looking to recruit a Player Support Area Manager.

Reporting into Player Support Operations Manager you will be responsible for managing the delivery of multiple channel interactions with the client’s players

Key responsibilities include:

  • Day to day team management of a group of Team Leads,

  • Performance analysis, performance management and active collaboration with business teams.

  • Analyse and manage the performance of the designated Player Support team

  • Day to day management of a group of Player Support Team Leads including defining team OKRS, team performance management using MAP tool, regular 121s and feedback, team recognition and motivation etc.

  • Oversee all Customer Service communication channels.

  • Ensure optimization of team structure, identifying and managing resizing when necessary.

  • Recruitment and on boarding of new team members

  • Collaboration with the Player Support management group to drive performance and deliver cross team projects.

  • Share feedback and recommendations with Senior Management and Player Support Development team on tools, process and training.

You will have the following:

 

  • Extensive people management experience

  • Strong technical ability– ability to troubleshoot effectively in a technical/PC/Gamer situation

  • Experience in Customer Service

  • Proficient in Excel, Word and Power Point

  • Strong communication skills with the ability to work in a complex organisational structure.

  • Expertise with Customer Support tools (SalesForce would be a plus)

  • Logical thinker

  • Ability to provide good direction to achieve tight deadlines under pressure.

  • Strong team player

  • Strong interest and passion for video-games

 

Salary: £26,000 - £30,000 plus fantastic benefits plus a bonus of upto 7% per annum

Benefits including

 

  • Personal performance bonus

  • Private Health Insurance (including eye care and dental)

  • Life Assurance

  • Long Term Disability Insurance

  • Pension

  • Significant discount on the world’s best video games

  • 25 days of holiday

  • A kitchen stocked with  cereals, fruits, unlimited filtered water, teas, coffee and even hipster milk products

  • Regular professional and social events

  • Monthly drinks

  • Flexible working hours

  • A casual dress code