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)
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
Personal performance bonus
Private Health Insurance (including eye care and dental)
Long Term Disability Insurance
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
Flexible working hours
A casual dress code