Area Manager, Customer Experience

Area Manager, Worldwide Customer Experience

Galway, Ireland

The Mission          

The best game publisher in the world is on a quest to find a strong manager to join our team and who can help us create a customer experience revolution.  We’re not interested in those who think of customer service as a means to an end.  We want those who are infectiously passionate about creating a genuinely unique and special experience.  One that is legendary.  Delightful.  Amazing.

The Gig  

The Worldwide Customer Experience (WWCE) team is looking for a passionate and Customer centric person to be an Area Manager in our site in Galway.  We are looking for someone with a proven track record in managing dynamic, driven and highly motivated teams. They will be results orientated, with a strong record of growing and developing multilingual and multichannel teams.

The Area Manager will oversee day-to-day contact center operations as well as drive best-in-class execution across all key performance indicators including but not limited to: customer satisfaction, operational efficiency, service levels, and first contact resolution. The Area Manager will perform all personnel management activities for staff, including recruitment, retention, mentoring, performance evaluation and continued development. We will look to them to develop strategic and tactical business initiatives to address operational gaps and achieve superior levels of service offering and efficiency. They will work closely with local and worldwide teams to develop and strive for continuous business improvement. 

What We Need                   

The Area Manager will be responsible for:

• Building and maintaining a strong rapport with employees across all teams.
• Unleashing the passion and creativity of our teams by infusing a commitment to pride, respect and collaboration in everything we do.
• Ensuring our teams are highly motivated and have the necessary skills to achieve and over achieve on their targets and ensure team morale is maintained at a high standard.
• Manage a multidisciplinary team base to ensure efficient and effective execution of operational excellence.
• Keeping team members informed and excited about what we do and what our vision is.
• Creating and manage winning teams characterized by trust and respect.
• Building strong relationships with key stakeholders internally and externally to ensure that consumer service is at the root of every action we take.
• Supporting and coaching direct reports to cultivate a thriving talent pool of customer focused and service minded individuals.
• Supporting and leading Site Management in the delivery of new programs from concept, to proposals, to program implementation for pilots or other support initiatives
• Using key performance data analytics lead the re-engineering of  contact center processes to improve the operations and customer experience in conjunction with the dedicated Support Services Teams
• Driving a creative and energized culture of continuous improvement by establishing and maintaining an environment where new service solutions are encouraged, shared, evaluated, quantified and implemented
• Recognizing development opportunities for team members and the value they can contribute

What You Have                   

The ideal candidate will possess:

Essential

• Bachelor's Degree or equivalent contact center experience
• 3-5 years contact center management experience in a multichannel & multicultural environment or equivalent experience
• Expertise in utilizing key metrics to evaluate and recommend best practices for contact center operations
• Strong knowledge and experience of contact center operations and technologies, including latest industry best-practices in the areas of analytics/reporting, workforce management and quality monitoring
• Proficient in business office applications such as: Keynote, pages, power point, excel, and word

• Ability to identify process or program gaps and work inter-departmentally to formulate and implement effective resolutions

Desirable

• Familiar with social support services and at home support models a plus
• Knowledge of EA Games

Person Specification

• Solid presentation skills required
• Demonstrable history managing others to achieve their potential
• Number orientated, data-driven, team player with a passion for customer service
• Sound business judgment with the ability to communicate your insights with all levels of the team
• Ability to prioritize and re-prioritize activities, multi-task, be flexible and follow tasks to completion
• Exceptional and professional communication skills; both verbal and written
• Ability to work on a fast paced environment

The Perks                             

Aside from working on the world’s most successful digital playground, our team members enjoy the following:

• A highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability protection, out of country relocation and games.
• The opportunity to work in an innovative, creative, fun environment with people who play for a living!