Salary: £22,000 - £25,000 plus upto 7% bonus per annum
Job Type: Permanent
Job ID: 167901
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 Team Lead
The Team Lead reports to the Area Manager. Key responsibilities include:
Direct line management of a designated group of individuals within the team, monitoring customer support activity, dealing with the first level of escalations, supervising the team.
Set clear performance targets for the team and ensure delivery
Undertake all performance management for the team using the MAP tool including setting OKRS, holding regular 121s, delivering regular feedback and recognition etc.
Manage all team related HR activities (e.g. absence management, probation reviews, disciplinary etc.)
Establish and maintain daily regular touch points with the team as a whole and individuals on 121 basis.
Establish a schedule of communications to create, deliver and maintain a strong team bond.
Monitor agent queue allocation (email, chat, tech mod, social ) to ensure volumes are managed and SLA’s are met.
Handle the first level of escalated customer requests and tasks that require a first level of validation & manage the EMEA Escalation queue effectively
Share feedback and recommendations with Area Manager and Player Support Manager on tools, process and training.
Support QA team and do CSAT follow ups (on individual case basis)
Skills and Experience
Strong technical ability– ability to troubleshoot effectively in a technical/PC/Gamer situation
Experience in customer service
Proven people skills
Experience of delivering coaching sessions in ways which facilitate performance improvement (desirable)
Strong communication skills with the ability to work in a complex organisational structure.
Previous management experience (desirable)
Good organisation and logical thinker
Ability to provide good direction
Strong team player
Strong interest and passion for video-games
Salary: £22,000 - £25,000 plus the following benefits:
Upto 7% bonus 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